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 position is an individual contributor role reporting to the Director, Account Services.
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
Bachelor's degree or equivalent work experience
2+ years of experience in customer service, sales support, or subscription support roles
Fluent in English and German
Preferred
Experience in a SaaS or subscription-based business
Experience supporting customers in high-compliance or regulated environments
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
Familiarity with SaaS platforms and tools
