Account Services Expert

1 semana atrás

São Paulo, Brasil Docusign Tempo inteiro

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.

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.

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
  • Work in the U.S. Pacific Time Zone (i.e., 9 AM to 5 PM PT)

Requirements:

  • Bachelor's degree or equivalent work experience
  • 2+ years of experience in customer service, sales support, or subscription support roles
  • Experience with SaaS platforms and tools
  • Fluent in Portuguese and English

Preferred Qualifications:

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

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. Docusign is an Equal Opportunity Employer.

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

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