Customer Support - Q2 2024

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?

Also, please choose one of the following questions and answer in the Answer field below. Please voice your reply as if you were responding to an email from a Planning Center Customer. The answers to these questions can be found in our Support Documentation or our website.

Note: if formatting is important for either your cover letter or your answers, please attach those in your resume PDF, and just put something like "N/A" or "See PDF" in the required fields.

• I’m a church plant. How can Planning Center help me?
• I'm looking to use Planning Center at my church, but it seems like you all do a lot! Where should I start?

The application deadline will be 10AM Pacific Time on Monday, April 29th. We aim to have final decisions made by Thursday, May 16th, with new hires starting on Monday, June 3rd.

Requirements

• Must be eligible to work in the United States
• Analytical and holistic problem-solving skills
• Verbal and written communication skills
• Aptitude for product knowledge or the ability to learn quickly
• Experience with software and computers
• Ability to work in a team and collaborate effectively
• Receptive to feedback with a commitment to learning and improvement

Benefits

• Salary Compensation: We start all of our support agents at $64,100 a year and have opportunities for you to level up to $91,600 with time and responsibilities. Paid semi-monthly on the 1st and 16th of each month. If the 1st or 16th lands on a weekend or holiday, payday is the business day prior. The company shall withhold a portion of the compensation for payment of taxes, in accordance with the law, which are set up and managed through ADP.
• Company Laptop and Monitor - To be returned upon request or termination of employment
• $2,500 taxable allowance to set up your home office. You can use the allowance for a standing desk, ergonomic chair, keyboard, mouse or trackpad, backpack, etc.—all yours to keep.
• 95% paid Health and 100% paid Dental and Vision coverage for you and your dependents, effective the first day of the month following your start date.
• Company 3.0% non-elective contribution to a 410(k) beginning at 90-days of employment
• Paid Vacation—two weeks paid time off during your first year, and increases with longevity at the company up to three weeks
• Paid Sick Leave—Seven days per year
• Paid Fridays off in the summer, and every other Friday off during non-summer months
• Paid Holidays—11 Days. We observe a United States Holiday calendar and take a week-long winter break between Christmas Eve and New Year’s
• Paid month-long Sabbatical every five years
• Phone & Utilities Stipend
• Co-working Stipend
• Health Stipend (Example: Used for therapy, counseling, gym membership, etc.)
• Charitable Giving Match
• Continuing Education Allowance for books, videos, courses, and conferences
• Work from Anywhere in the USA
• Over 80% of Planning Center is remote. We appreciate the freedom and flexibility that comes with working from home and put remote culture and communication at the forefront of everything we do.
• That doesn’t mean that we don’t value the connection that comes with working together in person. We provide several opportunities throughout the year to travel and connect with your teammates and work, serve, and celebrate together in person at our headquarters in Carlsbad, CA, or around the country as the opportunity provides!
• After clicking "Apply for this job" below, make sure you upload a PDF including your resume, cover letter, and answers to the above questions.