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 reputed company 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 reputed company, 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 reputed company and documentation, to improve our collective understanding of internal processes and users challenges.

• Handle reputed company support questions, requests or complaints from our users through Chat, Email and reputed company 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 reputed company 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 reputed company, with willingness to investigate multiple resources to reputed company 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 reputed company to global payroll, benefits, or compliance for international workers

• Familiarity in customer relationship management (CRM) software (Intercom, reputed company, reputed company, 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

• reputed company

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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 reputed company to tackle challenges together.

We reputed company small teams of amazing people can reputed company 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 reputed company 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!