Associate Manager

Job Description:

Discover your 100% YOU with MicroSourcing

Position: Associate Manager

Work setup & shift: Work from home

Why join MicroSourcing?

• Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses
• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
• Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
• Career Growth: Take advantage of opportunities for continuous learning and career advancement.
• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.

Your Role

The Associate Manager is a customer-focused leadership role responsible for managing complex customer interactions, supporting team performance, maintaining operational efficiency, and contributing to process and product improvements.

The role is 60% focused on customer interactions and requires strong expertise in company products, integrations, API troubleshooting, case management, and team leadership.

Key Responsibilities

• Customer Support & Case Management
• Serve as an expert in PandaDoc and effectively resolve Tier 1 and Tier 2 issues, including low-, medium-, and high-complexity cases.
• Demonstrate extensive knowledge of integrations and APIs and independently identify and implement appropriate solutions.
• Resolve customer issues with a high level of autonomy and accountability.
• Use incident management technologies to register, validate, track, and resolve application incidents.
• Manage incoming cases effectively while ensuring inbox efficiency and SLA compliance.
• Effectively manage escalations and ensure timely resolution and communication with internal and external stakeholders.
• Work closely with teams across the US, EU, and Philippines to deliver world-class customer service.
• Performance & Quality Management
• Contribute regularly to Quality Assurance (QA) evaluations to ensure knowledge accuracy and effective case management.
• Monitor and maintain performance against established KPIs, including:
  • CSAT
  • SLA Compliance
  • Quality Assurance
  • Cases per Day
  • Solve Rate
  • Closed-Won Handoffs
• Continuously identify opportunities to improve service quality and operational performance.
• Team Leadership & Development
• Provide guidance and support to new hires and team members requiring additional development.
• Support new-hire onboarding and training, helping employees successfully ramp to full production.
• Mentor new hires throughout onboarding and continue supporting team members after onboarding by leveraging expertise to develop their capabilities.
• Actively participate in team communication channels.
• Facilitate feedback and process improvement meetings.
• Drive initiatives that positively impact team morale and engagement.
• Workforce & Operational Management
• Manage intraday schedule changes and staffing needs.
• Demonstrate proficiency in managing the support queue while maintaining SLA compliance.
• Support leadership in effectively managing escalations and operational priorities.
• Work collaboratively with the team to implement effective solutions around processes and projects.
• Product, Process & Cross-Functional Collaboration
• Support product feature releases and collaborate with Product Teams and internal Support Enablement.
• Effectively deliver product updates and enablement to the team.
• Participate in projects and initiatives in collaboration with Support Leadership.
• Act as a respected and involved cross-functional leader in projects and initiatives designed to improve Support.
• Contribute to continuous process improvement and operational excellence.

Experience & Qualifications

• 3–5 years of experience on the team, demonstrating leadership capability and a proven track record of high performance.
• Strong knowledge of PandaDoc products and support processes.
• Demonstrated expertise in investigating and troubleshooting integrations, APIs, and other complex product areas.
• Proven ability to resolve customer issues with full autonomy.
• Strong communication, collaboration, and problem-solving skills.
• Demonstrated ability to mentor and develop team members.
• Ability to effectively manage priorities, escalations, and operational requirements.