Team
Our product support team is small, yet global. We’re the first point of contact for customers ranging from cybersecurity executives to customer success managers across nearly every industry— all relying on Planhat to drive their customer operations.
As product experts, we focus on resolving a high volume of inquiries while continuously optimizing our support processes, with a strong emphasis on AI.
We deepen our product knowledge to take on more complex tasks currently handled by the Technical Account Management team. At the same time, we refine AI models to automate repetitive tasks, enhancing self-serve options for customers.
The existing team is an eclectic group whose experience prior to joining Planhat includes:
Leading support in software startups and scale-ups
Working in retail (with a side hustle of building computers at home!)
Running commercial teams (and wanting to get deeper into products)
Competencies
This is not a standard or simple support role. It demands critical thinking, adaptability, and the ability to deliver exceptional customer service at a fast pace.
Planhat is a system of action, combining data and workflows. Our product merges enterprise technology with consumer grade ease of use, resulting in a high number of power users and intricate use cases compared to typical SaaS products.
In the support team we handle a high volume of chats covering everything from permissions, integrations, APIs, metrics, automations, complex workflows, and more.
We don’t obsess over experience or qualifications, we care more about your mindset, and approach to customer support:
Curiosity and ownership: you are a natural problem solver who takes initiative and dives deep into the unknown rather than waiting for an answer. You like uncovering solutions, identifying recurring issues, and creating helpful resources for clients.
Technical Aptitude: you are comfortable troubleshooting and learning new tools quickly. You might already be familiar with APIs, webhooks, or integrations - but if not, the ability to learn things quickly is more important.
Strong written English: our primary interaction with customers is live chat in English through Intercom. You balance speed with clarity, and adapt guidance to varying levels of technical understanding, always in a friendly and professional tone.
Customer savvy: you make thoughtful decisions at a rapid pace. You balance efficiency with customer needs, and demonstrate good judgment when deciding how to debug (and how long to spend doing it), when to provide quick solutions, and when to escalate issues.
People and culture
Success in this mission depends on strong cultural alignment, a fast ramp-up, and ongoing collaboration.
You will work closely with our global support team, particularly colleagues in the USA. This is a hybrid role with roughly 4 days a week working from downtown Mexico City.
Trajectory
Planhat is a place where high ownership meets rapid growth. A place to do exceptional work and keep learning.
With high ownership and ambition come high expectations. Never expect to stand still here, in learning or exposure to bigger problems or in compensation.
