About Plane

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.

What you will be working on

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.

Daily tasks:

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

Skill and trait requirements:

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

Technical:

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

Tools that we use the most:

Intercom
JIRA
Linear
Slack
Notion

Working schedules:

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

Benefits

Annual salary from $39,000 and equity
Unlimited vacation policy
Private health insurance coverage
Parental leave
Company hardware and remote stipend

Customer Support Specialist

Anywhere in the world

Remote

Mid-level

Plane