Planoly is seeking a temporary Customer Support Representative to join our team and help us deliver an exceptional experience to our users. As a leader in social media planning and creator monetization, we value customer satisfaction and rely on our support team to turn users into evangelists. The ideal candidate will take ownership of customer interactions, balancing speed and accuracy to resolve inquiries efficiently while providing a VIP experience at scale. This role also involves creating and maintaining help guides for our knowledge base and partnering on other projects as they arise. With excellent troubleshooting skills, a proactive and empathetic approach, and a commitment to serving as the voice of the customer, this role is pivotal in ensuring our users feel valued and supported every step of the way.
This position will run through February 2025, with the potential for extension.
Key Responsibilities:
Customer Support & Communication:
- Deliver exceptional customer support through chat and email, ensuring that every interaction leaves customers feeling listened to, valued, and supported.
- Effectively communicate and resolve inquiries related to usability, social media platforms, digital marketing best practices, and troubleshooting technical issues.
- Advocate for customers by exceeding their expectations, confidently navigating complex situations, and consistently following through on commitments.
- Take ownership of customer interactions, working to win customers over by delivering on promises, understanding their problems, and providing a personalized experience.
Technical Proficiency & Troubleshooting:
- Stay current with social media technologies and the broader digital landscape.
- Gain expertise in key tools including Hubspot, Slack, Jenkins, SQL, Planoly, Snipfeed, and Linear.
- Approach troubleshooting with a proactive and curious mindset, ensuring efficient resolution of technical issues.
- Create and manage bug tickets in Linear, ensuring accurate documentation and follow-up.
- Communicate with customers about product releases, bug fixes, and ongoing improvements to keep them informed and engaged.
Continuous Improvement & Development:
- Proactively take on projects that enhance your skills, knowledge, and experience, while also contributing to the continuous improvement of our applications.
- Embrace personal and professional growth through ongoing development opportunities, including regular meetings and one-on-one sessions with your manager.
Qualifications:- Experience in Customer Support: Minimum of 1-2 years in a customer support role, preferably in a tech or SaaS environment.
- Strong Communication Skills: Excellent verbal and written communication skills, with the ability to explain complex concepts in a clear and concise manner.
- Technical Proficiency: Comfortable with technology and software platforms, ideally including tools like Hubspot, Slack, and social media platforms.
- Problem-Solving Ability: Strong troubleshooting skills with a keen eye for detail, and a proactive approach to resolving issues.
- Empathy & Customer Focus: A deep understanding of customer needs, with a passion for providing a VIP experience and turning customers into brand advocates.
- Adaptability: Ability to thrive in a fast-paced environment, managing multiple tasks and priorities with efficiency.
- Team Player: Collaborative mindset with a willingness to contribute to team success, including sharing knowledge and supporting colleagues.
- Passion for Helping Others:Dedicated to providing an excellent user experience and supporting others in achieving their social media dreams.
- Continuous Learning: A growth mindset with a commitment to personal and professional development, embracing opportunities for ongoing learning and improvement.
Who We Are
- We are creators and social media experts
- We are owners, operate like a startup, and want everyone to bring their ideas and perspectives to the table
- We act with urgency and expect new hires are ready to dive in and hit the ground running day 1. There will be a rigorous evaluation period during the first 90 days of onboarding.
- We are a huge advocate of work-life balance, which is seen in our open vacation and work-from-any-coffee-shops policies.
- We’ll provide you with lunch, snacks, drinks, and regular team outings in our Austin office.
Learn more about Planoly and Snipfeed at https://www.planoly.com , https://www.planoly.com/blog, and https://snipfeed.co/