Customer Support

Description
At Planning Center, we build powerful web and mobile applications for churches. Each of our products has a dedicated team of designers and developers committed to refining and expanding that product in response to real customer needs.

Our company motto is “We love our people, we love our products, we love our churches.” We believe a good portion of that love comes from our Support Team.

As a Customer Support Agent, you will play a pivotal role in delivering world-class support and ensuring the satisfaction of our customers. The ideal candidate will exhibit a diverse set of skills, including exceptional problem-solving abilities, effective verbal and written communication skills, and a commitment to continuous learning and process improvement. Agents must be adaptable, proactive, and empathetic individuals who value team collaboration and elevating the customer experience.

We believe the strongest teams are made up of people with diverse backgrounds and experiences, and we are committed to cultivating that diversity here at Planning Center. We invest in the ongoing work of building an inclusive, supportive place for you to do your best work. It is our commitment to current and future employees to provide a positive and elevating environment to work with us toward our mission of building and supporting quality products for our customers.

 

We look for people who…
Love learning

Our team is committed to giving our customers the best support we can. This means we’re always learning. Each of our support agents contributes to the culture of our team and to challenging the status quo, improving their team, our department, and the company.

Are driven and comfortable asking questions

We do our best to empower each team member with the information they need to work with autonomy when they can, and the internal support they need to find answers when they’re stuck! You’re not on your own, though. The team is always there to back you up.

Are good communicators and have excellent writing skills

Ninety-seven percent (97%) of our support is done through written communication. Additionally, over half of Planning Center’s employees work from home and in different time zones. Clear and concise writing skills are paramount in conveying the heart of Planning Center to our teammates and customers.

Enjoy solving problems and have a knack for simplifying complex issues

Some problems come with more than one solution, and the best solution often depends on the situation. We do our best to provide you with all of the options available to help our customers solve their problems, but understanding which one will work best is often up to you!

Are passionate about excellent products

Our products give us a contagious excitement, knowing that they “just work.” We believe our products are the best at what they do, and our support team is the best at helping our customers use them.

 

Hiring Process
Our hiring team is made up of our department head, our support team managers, and a few of our support agents.

Here’s a look at what our hiring process generally looks like:

Round 1 – resume, cover letter, and assignment review.

At this stage, our hiring team evaluates candidate applications, identifying stand-out work in one or multiple categories.

Round 2 – sample support tickets with more written questions and answers

Next, a homework exercise, where you’ll have a chance to share a commentary and proposed solution(s) to some support interactions.

Round 3 – video interview with members of the hiring team

This is a chance for us to get to know each other. We value giving you time to ask any questions that you may have about working at Planning Center, so feel free to have questions ready for us!

 

To Apply
Please submit your resume below, along with a cover letter explaining the following:

One of our values at Planning Center is to Do Your Best Work. Describe a time you were especially proud of the work you did. How would that translate to your role here at Planning Center?

Why do you want to be a customer support agent?