Customer Support Agent

Planning Center

2d • $71,000 - $81,000 • Remote

About The Position

Planning Center, established in 2006, has grown to support over 90,000 churches worldwide. As an independent company, we pride ourselves on being debt-free with no outside investors. Churches use our tools to communicate and connect with their congregations, organize information, and coordinate events. We’re committed to building great products that solve real problems using web and mobile products.
Our team enjoys the flexibility of remote work, utilizing tools like Asana, Slack, Notion, and Zoom for collaboration. We gather three times a year at our main office in Carlsbad, CA, fostering our work relationships.
Planning Center is looking for TWO Customer Support Agents (CSAs) to join our team! One will work Sunday to Wednesday, and one will work Tuesday to Friday. In this position, you will play a pivotal role in delivering world-class support and ensuring the satisfaction of our customers. The ideal candidate will exhibit a diverse set of skills, including exceptional problem-solving abilities, effective verbal and written communication skills, and a commitment to continuous learning and process improvement. Agents must be adaptable, proactive, and empathetic individuals who value team collaboration and elevating the customer experience.

Requirements

• Reside in the United States
• Eligible to work in the United States (we are currently unable to offer employment to those with H-1B visas)
• Be willing to travel three times each year to connect with the rest of the team
• Not currently residing in Washington state (due to compensation requirements, this role is not currently eligible for candidates working from Washington state)
• Analytical and holistic problem-solving skills
• Excellent verbal and written communication skills
• Aptitude for product knowledge or the ability to learn quickly
• Experience with software and computers
• Ability to work on a team and collaborate effectively
• Receptive to feedback, with a commitment to learning and improvement
• Comfortable working with urgency and handling time-sensitive customer issues with composure

Responsibilities

• Provide clear, kind, and empathetic answers to customer requests via email, chat, and phones
• Ask clarifying questions to understand customer needs
• Understand core functions of assigned products
• Meet or exceed production targets set by manager
• Follow established processes and escalate when needed
• Contribute to documentation improvements by suggesting edits or additions
• Model company and team values in all communication
• Partner with AI tools
• Ability to leverage AI and automation tools to improve efficiency and performance as a Support Agent.

Benefits

• We offer competitive pay no matter where you live. We also contribute to your 401(k), provide a charitable giving match of up to $2,000 per year, offer a generous allowance for continued education, and include a coworking stipend.
• You’ll receive generous paid sick and vacation time, $200 per month for physical fitness and mental health, and 95% medical plus 100% dental premium coverage.
• Enjoy four-day workweeks year-round, because we believe doing your best work includes having the time and space to rest, recharge, and live fully. We also offer a month-long sabbatical every five years, a week off between Christmas and New Year’s, a week each year to serve with a globally focused non-profit, and two weeks of paid vacation (increasing to three over time).

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 101-250 employees