Team
Our Product Support team is small but 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 power their customer operations.
We don’t just manage incoming customer queries—we drive better customer experiences and improve internal processes.
We measure success not just by response times and customer satisfaction but by how many complex tasks we take over from the Technical Account Management team and how many simpler issues we automate or make self-serve.
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 dive deeper into product-focused roles)
Competencies
This 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.
As part of the support team, you’ll handle a high volume of chats covering everything from permissions, integrations, APIs, metrics, automations, complex workflows, and more.
We care more about your mindset and approach to customer support than your past experience or formal qualifications:
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, a serious debugging session is in order, and when to escalate issues immediately
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.
