Customer Support Specialist

Plane is looking for a Customer Support Specialist to join our dedicated team!About PlanePlane 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 onAssisting 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 articlesWriting and updating internal knowledge base and documentation for team referenceSkill and trait requirements:Excellent communication skills.Speak English really well, both writing and speakingEmpathetic, capable of addressing repetitive questions with understanding and compassionProblem solving skill, with willingness to investigate multiple resources to efficiently resolve users issuesEffective time management and multitasking ability to prioritize tasks and assist multiple users at the same timeStrong work ethics, able to take initiative and work independently with little to no supervisionReliable, and willing to take full ownership of each tasks or requestsFlexible and adaptable to new information or unexpected challenges as they arisePrevious experience in customer support or direct customer-facing rolesHave remote work experienceExperience in handling international individual paymentsExperience in assisting customer and employee onboardingExperience with products related to global payroll, benefits, or compliance for international workersTechnical:Familiarity in customer relationship management (CRM) software (Intercom, Front, Zendesk, etc.) and help desk ticketing systemsProficiency in email and chat communication platformsBasic technical troubleshooting skillsAbility to quickly learn new technologiesTools that we use the most:IntercomJIRALinearSlackNotionWorking schedules:We aim to have 24/5 Support so, we re looking for someone who willing to work:Mon to FriWorking hours: Between 2 AM to 2 PM ESTPreferred time zones: GMT+2 to GMT+5Preferred regions: East Africa, Eastern Europe, Western AfricaCoverage: Overlap with US morning hoursEach teammate has different working hoursIf someone from the team is on leave, we may require you to adjust working hoursYou are required to work different hours during onboarding and training (approx 1 to 2 months) before transitioning to your regular schedule afterwardsBenefitsAnnual salary from $39,000 and equityUnlimited vacation policyPrivate health insurance coverageParental leaveCompany hardware and remote stipendAt Plane, every team member plays a crucial role. We're looking for ambitious individuals with a mindset to tackle challenges together.We believe small teams of amazing people can achieve 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 believe 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!