Customer Support Specialist

Plane Labs Inc.

Job Overview

Location

Remote

Job Type

Full-time

Full Job Description

📋 Description

• As a Customer Support Specialist at Plane Labs Inc., you will be the primary point of contact for our global user base, acting as their trusted guide and advocate. Your role is pivotal in ensuring our customers have a seamless and delightful experience with Plane, our innovative open-core project management software. You will be instrumental in resolving user queries across multiple channels, including chat, email, and our community forum, demonstrating exceptional empathy, technical acumen, and problem-solving skills.
• Your responsibilities will extend beyond simple query resolution. You will dive deep into the intricacies of the Plane product, meticulously troubleshooting issues, educating users on best practices, and escalating complex problems to our engineering team with clear, reproducible steps. This proactive approach to bug identification and reporting is crucial for our continuous product improvement.
• A key aspect of this role involves identifying recurring patterns and trends in customer inquiries. These insights are invaluable and will be used to inform improvements in our product documentation, refine existing support processes, and contribute directly to our product roadmap. You will be a vital bridge between our users and our product development teams, ensuring customer feedback directly shapes the future of Plane.
• You will communicate professionally and effectively with a diverse range of users, including enterprise Project Managers, developers, and executives. This requires tailoring your tone and communication style to suit each audience while strictly adhering to data privacy and security standards, building trust and confidence with every interaction.
• Maintaining accurate and up-to-date records in our CRM systems, such as Intercom and HubSpot, is essential. You will utilize standardized processes to ensure data integrity, which is critical for tracking customer interactions, identifying trends, and measuring support performance.
• Beyond reactive support, you will proactively contribute to building and refining our support workflows. This includes sharing your knowledge and insights during team syncs, documenting solutions, and actively driving initiatives for continuous improvement within the support function. Your initiative will directly impact our team's efficiency and effectiveness.
• We foster a culture of continuous learning and personal growth. You will be encouraged to embrace feedback, participate in coaching sessions, and engage in self-directed learning to enhance your product knowledge and support skills. Your development is a priority, and we provide the resources to help you succeed.
• You will be expected to consistently meet and exceed key performance indicators (KPIs) such as first-response time, resolution rate, customer satisfaction (CSAT), and handling efficiency. Achieving these metrics demonstrates your commitment to providing world-class support and contributes to the overall success of Plane Labs.
• This role offers a unique opportunity to be part of a rapidly scaling SaaS company. You will navigate the dynamic environment of a fast-growing startup, adapting to rapid product evolution and embracing ambiguity with agility and poise. Your ability to thrive in such an environment will be key to your success and the success of Plane.
• You will be a champion for our users, understanding their needs and challenges, and translating them into actionable feedback for the product and engineering teams. Your dedication to customer loyalty will be a cornerstone of our growth strategy, helping us solidify Plane's position as a leading alternative to established project management tools.
• By joining Plane Labs, you are not just joining a company; you are becoming part of a mission to empower teams worldwide with the simplest, most delightful work management experience. You will contribute to our vision of becoming the WorkOS of the future, building a workbench of unified tools that intuitively support knowledge workers.

🎯 Requirements

• Minimum of 2 years of experience in a customer-facing support role, preferably within enterprise B2B SaaS.
• Fluency in English, both written and verbal, with exceptional clarity and the ability to explain intricate features simply and persuasively.
• Proven ability to troubleshoot complex technical issues and provide clear, concise solutions.
• Self-starter with a strong ownership mindset, capable of working independently and proactively in a high-autonomy environment.
• Flexibility to adapt work hours, including evenings and weekends, to support a global customer base.
• Experience with project management tools such as Jira, Asana, or Linear is a significant advantage.

🏖️ Benefits

• Competitive salary and performance-based bonuses.
• Comprehensive health insurance coverage.
• Generous paid time off and holidays.
• Opportunities for professional development and continuous learning.
• Remote work flexibility after initial onboarding period.
• Be part of a fast-growing, innovative startup with a strong open-source ethos.

Skills & Technologies

GitHub

Remote

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Plane Labs Inc.

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About Plane Labs Inc.

Plane Labs develops a cloud platform for product teams to plan, build and ship software. The service provides issue tracking, sprint planning, road-mapping, cycle analytics and integrations with GitHub, Slack and Figma, aiming to replace Jira, Linear and Asana for fast-moving engineering organizations. Founded in 2022 and headquartered in San Francisco, the company operates on a SaaS subscription model with both free and paid tiers, serving startups and scale-ups worldwide. Remote-first team backed by investors including Andreessen Horowitz and Sequoia Capital.

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