Customer Support Specialist

Plane is looking for a Customer Support Specialist to join our dedicated team!

Plane simplifies payroll, benefits, and compliance for companies managing international teams. We believe talent and opportunities shouldn't be limited by geography, and we help our customers embrace this vision every day.

• Assisting Plane users and guiding them through product to maximize their experience.

  Work closely with operations and product teams to address and resolve various reported issues.

  Resolving problems efficiently, directly influencing customer satisfaction and demonstrating a genuine commitment to ensuring our users' happiness.

  Actively contributing to our Help Center by sharing your expertise and insights through the creation of Help Center articles.

  Work with our payment providers to manage additional KYC requests, verifications, and tracking the status of individual payments.

  Collaborating with the Support team to update internal knowledge base and documentation, to improve our collective understanding of internal processes and users challenges.

• Handle all support questions, requests or complaints from our users through Chat, Email and Slack messages.

  Escalate issues to Operation (Hire and Pay), Product, and Engineering team using various tools.

  Take care of additional payment KYC requests.

  Responsible for various manual processes required to meet the users need (e.g. creating manual payments; custom reports; reviewing worker’s profile; analyze payment, payroll or invoice information, etc.)

  Writing and updating Help Center articles

  Writing and updating internal knowledge base and documentation for team reference

• Excellent communication skills.

  Speak English really well, both writing and speaking

  Empathetic, capable of addressing repetitive questions with understanding and compassion

  Problem solving skill, with willingness to investigate multiple resources to efficiently resolve users issues

  Effective time management and multitasking ability to prioritize tasks and assist multiple users at the same time

  Strong work ethics, able to take initiative and work independently with little to no supervision

  Reliable, and willing to take full ownership of each tasks or requests

  Flexible and adaptable to new information or unexpected challenges as they arise

  Previous experience in customer support or direct customer-facing roles

  Have remote work experience

  Experience in handling international individual payments

  Experience in assisting customer and employee onboarding

  Experience with products related to global payroll, benefits, or compliance for international workers

• Familiarity in customer relationship management (CRM) software (Intercom, Front, Zendesk, etc.) and help desk ticketing systems

  Proficiency in email and chat communication platforms

  Basic technical troubleshooting skills

  Ability to quickly learn new technologies

• Intercom

  JIRA

  Linear

  Slack

  Notion

We aim to have 24/5 Support so, we’re looking for someone who willing to work:

Mon to Fri

Working hours: Between 2 AM to 2 PM EST

Preferred time zones: GMT+2 to GMT+5

Preferred regions: East Africa, Eastern Europe, Western Africa

Coverage: Overlap with US morning hours

Each teammate has different working hours

If someone from the team is on leave, we may require you to adjust working hours

You are required to work different hours during onboarding and training (approx 1 to 2 months) before transitioning to your regular schedule afterwards

• Annual salary from $39,000 and equity

  Unlimited vacation policy

  Private health insurance coverage

  Parental leave

  Company hardware and remote stipend

  At Plane, every team member plays a crucial role. We're looking for ambitious individuals with a mindset to tackle challenges together.

  We believe small teams of amazing people can achieve outsized results, driven by a strong commitment to quality and customer satisfaction. Each member of our crew contributes to product excellence by understanding customer preferences, needs, and expectations.

  We strongly believe in our mission to increase globalization by helping companies hire and pay talent worldwide.

  If this sounds fun, we'd love to hear from you!