Contract Remote Chat Moderator Jobs in Seattle, WA

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).

As a Growth Specialist, you are the face of Docusign's newest innovation. You will provide "white-glove" support to our digital customer base as they test-drive new features, services, and pilots. Your goal is to ensure every tester feels heard, every bug is documented, and every point of friction is turned into an opportunity for us to improve.

This position is an individual contributor role reporting to the Growth Director.

Responsibility

• Manage high-touch interactions via [chat/email/phone], offering personalized, empathetic, and rapid solutions to users in our pilot programs

• Investigate when a user reports an issue with a new feature, you don't just "report it" by capture screen recordings, logs, and user steps to help our engineers fix issues faster

• Keep a pulse on customer sentiment

• Participate in daily "stand-ups" to report on what users love and what's driving them crazy

• Identify users who are getting high value from a feature and help guide them through the purchase or upgrade process

• Create and update internal FAQs and customer-facing "Help Guides" on the fly

Hybrid: Employee divides their time between in-office and remote work. Access to an office location is required. (Frequency: Minimum 2 days per week; may vary by team but will be weekly in-office expectation)

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.

Basic

• 2+ years in a high-touch Customer Success, Support, or Sales role

Preferred

• Experience working in a "Beta" or "Early Access" environment

• Strong writing skills with the ability to be professional, witty, and helpful all at once

• Love to figure out how things work - when you see a "404 error," your first instinct is to find out why

• High emotional intelligence - you can tell the difference between a user who is genuinely frustrated and one who is just confused, and you know how to de-escalate both with grace

• Clear communication skills with the ability to explain a complex technical workaround to a non-technical customer in two sentences or less

• Ability to adapt and pivot your messaging without missing a beat

Pay for this position is based on a number of factors including geographic location and may vary depending on job-related knowledge, skills, and experience.

Based on applicable legislation, the below details pay ranges in the following locations:

California: $87,100.00 - $126,100.00 base salary

Illinois, Colorado, Massachusetts and Minnesota: $82,700.00 - $107,525.00 base salary

Washington, Maryland, New Jersey and New York (including NYC metro area): $82,700.00 - $113,200.00 base salary

This role is also eligible for the following:

• Bonus: Sales personnel are eligible for variable incentive pay dependent on their achievement of pre-established sales goals. Non-Sales roles are eligible for a company bonus plan, which is calculated as a percentage of eligible wages and dependent on company performance.

Global benefits provide options for the following:

• Paid Time Off: earned time off, as well as paid company holidays based on region
• Paid Parental Leave: take up to six months off with your child after birth, adoption or foster care placement
• Full Health Benefits Plans: options for 100% employer paid and minimum employee contribution health plans from day one of employment
• Retirement Plans: select retirement and pension programs with potential for employer contributions
• Learning and Development: options for coaching, online courses and education reimbursements
• Compassionate Care Leave: paid time off following the loss of a loved one and other life-changing events

Work Authorization Notice: Please note that we do not provide visa sponsorship or immigration support for this position. Applicants must already be authorized to work in the United States on a full-time, permanent basis without the need for current or future sponsorship.

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 accommodations@docusign.com.

If you experience any issues, concerns, or technical difficulties during the application process please get in touch with our Talent organization at taops@docusign.com for assistance.

Applicant and Candidate Privacy Notice

This position is not eligible for employment in the following states: Alaska, Hawaii, Maine, Mississippi, North Dakota, South Dakota, Vermont, West Virginia and Wyoming.

It's important to us that we build a talented team that is as diverse as our customers and where all employees feel a deep sense of belonging and thrive. We encourage great talent who bring a range of perspectives to apply for our open positions. Docusign is an Equal Opportunity Employer and makes hiring decisions based on experience, skill, aptitude and a can-do approach. We will not discriminate based on race, ethnicity, color, age, sex, religion, national origin, ancestry, pregnancy, sexual orientation, gender identity, gender expression, genetic information, physical or mental disability, registered domestic partner status, caregiver status, marital status, veteran or military status, or any other legally protected category.

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