About airSlate
airSlate is a global SaaS technology company that develops no-code workflow automation, electronic signature, and document management solutions. Our award-winning products - SignNow, pdfFiller, DocHub, altaFlow, Instapage, and US Legal Forms - serve over hundreds of millions of users and more than one million customers worldwide, helping organizations of every size digitize processes, improve efficiency, and transform how they work.
We’re in an exciting phase of growth and transformation, with teammates in more than 20 countries across three continents and main hubs in the United States, Poland, Romania, Ukraine and Philippines.
At airSlate, we’re building value for customers and a culture where growth and innovation go hand in hand. We’re looking for people eager to shape products, scale a company, and thrive in a fast-moving environment.About DocHub team:
We are a small but ambitious team of 20+ technologists on a mission to succeed with our Google-integrated PDF editor and Signature solution – DocHub.
DocHub streamlines document editing, signing, distribution and forms completion to get your documents done. Offering a deep integration with Google Workspace, DocHub allows users to import, export, modify, and sign documents directly from Google apps to ensure smooth business processes and interactive workflows.
And now, we are looking for a Customer Support Representative who is prepared to contribute to the next chapter of our company's growth.
As Customer Support Representative, you will help our users get the most out of DocHub by resolving their billing, product, and account questions across multiple channels.
What you'll be working on:
- Resolve support issues received via the CRM system, handling tickets and chats on subscription and billing, product usage (editing, signing, workflows), and account-related concerns
- Manage issue tickets in Jira and partner with Development and QA to resolve them in a timely manner
- Conduct product demos and guide users through DocHub's key features and workflows
- Identify and assess customer needs to drive satisfaction and successful retention
- Build trusted, lasting relationships through open and interactive communication
- Handle large volumes of incoming inquiries while balancing speed and quality
- Switch between chats and tickets based on volume and priority, working with internal tools, the knowledge base, and predefined processes
- Escalate more complex customer scenarios with support from the team lead
- Meet personal and team targets aligned with our 24/7 support and retention OKRs
- Follow established communication procedures, guidelines, and policies
What we expect from you:
- 2+ years of experience as a Support Specialist in an IT company
- Fluent English with excellent grammar and writing skills
- Strong customer service skills and a passion for helping others
- Excellent written and verbal communication, with empathy across chats and tickets
- Flexibility and adaptability — including comfort with night shifts and mid-week days off — to support the US market 24/7
- A team-oriented mindset and the ability to learn quickly in a changing product environment
What helps you rock:
- Technical background or technical aptitude
- Experience with SaaS products
- Understanding of subscription-based billing systems
- Experience conducting product demos or guiding users through product features
What we offer
Flexible working environment - Our teams operate across the globe. We value in‑person collaboration in our hubs, but we also embrace remote and hybrid working. You can work from one of our offices in the United States, Poland, Romania or Ukraine, or remotely from many countries.
Competitive compensation - We offer salaries that reflect local market conditions and experience, and a performance-based bonus system.
Professional growth and learning - We invest in your development through courses, conferences, and access to learning resources. We encourage career growth and internal mobility, supporting teammates who want to explore new opportunities within airSlate.
Health and well‑being - We provide comprehensive benefits tailored to each country, including health coverage, wellness programmes and access to fitness options. We also dedicate quarterly company-wide Mental Health Days, when everyone takes time off to rest and recharge.
Family‑friendly culture - Family life is part of who we are, and we embrace it in many forms. From flexibility for parents to our airSlate Junior Club for kids, to company-wide family days and our pet-friendly approach, we’re committed to making work and life easier to balance.
Giving back - We support charitable initiatives around the world through the airSlate Care programme. Our current focus includes humanitarian aid in Ukraine and other regions, matching employee donations and supporting causes chosen by our teams.
Open communication - We encourage transparent dialogue at all levels. From team discussions to company-wide Q&A sessions with our CEO, we make sure everyone has the chance to be heard and to influence how we grow.
It is airSlate's policy to comply with all applicable equal employment opportunity laws by making all employment decisions without unlawful regard or consideration of any individual’s race, religion, ethnicity, color, sex, sexual orientation, gender identity or expressions, transgender status, sexual and other reproductive health decisions, marital status, age, national origin, genetic information, ancestry, citizenship, physical or mental disability, veteran or family status or any other basis protected by applicable national, federal, state, provincial or local law. airSlate's policy prohibits unlawful discrimination based on any of these impermissible bases, as well as any bases or grounds protected by applicable law in each jurisdiction. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. airSlate is pleased to provide such assistance and no applicant will be penalized as a result of such a request. Pursuant to relevant law, where applicable, airSlate will consider for employment qualified applicants with arrest and conviction records.
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