Account Services Expert

Overview

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Docusign brings agreements to life. Over 1.5 million customers and more than a billion people in over 180 countries use Docusign solutions to accelerate the process of doing business and simplify people’s lives. With intelligent agreement management, Docusign unleashes business-critical data that is trapped inside of documents. Using Docusign’s Intelligent Agreement Management platform, companies can create, commit, and manage agreements with solutions created by the #1 company in e-signature and contract lifecycle management (CLM).

This position is an individual contributor role reporting to the Director, Account Services.

What you’ll do

As an Account Services Expert, you will play a key role in supporting customers across multiple channels by resolving complex account, subscription, and billing issues. You’ll act as a trusted resource to guide users through our systems, helping drive adoption of the Docusign Agreement Cloud while ensuring timely and accurate resolutions. Your ability to simplify the complex, maintain strong attention to detail, and collaborate across teams will help deliver an exceptional customer experience.

Responsibilities

• Support customers via phone, email, and chat, focusing on resolution, education, and customer satisfaction
• Manage complex account, subscription, and billing scenarios including adjustments and escalations
• Maintain thorough case documentation and consistently meet or exceed service-level goals and KPIs
• Collaborate with cross-functional teams including Sales, Billing, Operations, and Product to deliver high-quality outcomes
• Identify trends, product gaps, and process inefficiencies, and share feedback with internal teams
• Promote Docusign solutions through consultative conversations and product education
• Contribute to a strong team culture and support operational excellence through peer collaboration

What you bring

Basic

• College degree or equivalent work experience
• 2+ years of experience in customer service, sales support, or subscription support roles
• Experience resolving account issues and maintaining composure in high-pressure situations
• Experience with SaaS platforms and tools
• Fluent in English

Preferred

• Experience in a SaaS or subscription-based business
• Experience supporting customers in high-compliance or regulated environments
• Multilingual capabilities (Spanish, Portuguese, etc.)
• Working knowledge of Salesforce or similar CRM platforms
• Strong written and verbal communication skills with the ability to explain complex topics clearly
• High attention to detail and ability to navigate ambiguous customer scenarios
• Strong team player with proven ability to collaborate across functions

Life at Docusign

Working here

Docusign is committed to building trust and making the world more agreeable for our employees, customers and the communities in which we live and work. We each have a responsibility to ensure every team member has an equal opportunity to succeed, to be heard, to exchange ideas openly, to build lasting relationships, and to do the work of their life.

Accommodation

Docusign is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need such an accommodation, or a religious accommodation, during the application process, please contact us at If you experience any issues or technical difficulties during the application process please get in touch with our Talent organization at for assistance.

Applicant and Candidate Privacy Notice

Seniority level

• Entry level

Employment type

• Contract

Job function

• Business Development and Sales

Industries

• Software Development

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