About this role
CompetenciesThis is not a standard follow-the-script support role. Planhat is a system of action, combining data and workflows. Our product merges enterprise-grade technology with consumer-grade ease of use, attracting power users and creating intricate use cases that go beyond typical SaaS products. We care more about your mindset and approach to customer support than your past experience or formal qualifications.
Here's the mindset we look for:
Curiosity and ownership: digging under the hood is second nature to you. You're a natural problem solver who takes initiative, dives deep into the unknown, and leaves no stone unturned when uncovering solutions, identifying recurring issues, and creating helpful resources for clients
Technical aptitude: you're quick to learn new tools and troubleshoot effectively. In your spare time you're probably experimenting with AI tools or have coded a "Hello, World!" at some point. Familiarity with APIs, webhooks, or integrations is a plus, but the ability to learn quickly is what really matters
Strong written English: our primary interaction with customers is live chat in English through Intercom. You balance speed with clarity, tailoring guidance to various technical skill levels while maintaining a friendly and professional tone
Customer savvy: you make smart, fast decisions, balancing efficiency with customer needs. You know when a quick fix makes sense, when a serious debugging session is in order, and when to escalate issues immediately
For a sense of who that tends to be, our existing team is an eclectic group whose experience before joining Planhat ranges from coding and building computers as a side hustle to studying AWS, cybersecurity, and Java for fun. The common thread is usually a track record of top performance in support or QA at a software scale-up, success in a customer facing role, and a naturally curious mindset that doesn't give up easily.
TrajectoryIn this role you will:
Handle a high volume of customer chats covering everything from permissions and integrations to APIs, metrics, automations, and complex workflows
Take ownership of complex technical issues, diving deep to find root causes rather than applying quick fixes
Identify recurring issues and create helpful resources, guides, and self-serve solutions that reduce future support volume
Collaborate closely with the Technical Account Management team, taking over complex tasks and freeing them up for higher value work
Partner with Engineering and Product to surface systemic patterns and contribute to a better product experience
Definition of SuccessPlanhat is a place where high ownership meets rapid growth. Never expect to stand still here, whether in your learning, the problems you take on, or your compensation.
You are consistently resolving complex technical issues with speed and clarity, earning the trust of customers across every industry
You are proactively identifying recurring issues and turning them into self-serve solutions that reduce support volume over time
You are taking on increasingly complex tasks from the Technical Account Management team, continuously expanding your scope and impact
You are seen as a trusted technical resource by both customers and internal teams, going beyond the script to deliver real solutions
You are growing into more senior technical or product-focused roles