Account Services Expert

Company Overview
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. Until now, these were disconnected from business systems of record, costing businesses time, money, and opportunity. 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).

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.

This is an individual contributor role reporting to an Account Services Manager.

Responsibility

• 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

Job Designation

Remote:
Employee is not required to be in or near an office frequently and works from a designated remote work location for the majority of the time.

Positions at Docusign are assigned a job designation of either In Office, Hybrid or Remote and are specific to the role/job. Preferred job designations are not guaranteed when changing positions within Docusign. Docusign reserves the right to change a position's job designation depending on business needs and as permitted by local law.

What you bring

Basic

• College degree or equivalent work experience
• 2+ years of experience in customer service, sales support, or subscription support roles
• Fluent in Portuguese and English
• Ability to work in the U.S. Pacific Time Zone (i.e., 9 AM to 5 PM PT)

Preferred

• Experience in a SaaS or subscription-based business
• 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
• Familiarity with SaaS platforms and tools
• Experience supporting customers in high-compliance or regulated environments
• Multilingual capabilities (Spanish, etc.)
• Working knowledge of Salesforce or similar CRM platforms

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. You can count on us to listen, be honest, and try our best to do what's right, every day. At Docusign, everything is equal.

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. Best of all, you will be able to feel deep pride in the work you do, because your contribution helps us make the world better than we found it. And for that, you'll be loved by us, our customers, and the world in which we live.

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, concerns, or technical difficulties during the application process please get in touch with our Talent organization at for assistance.

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