Support Manager

$71,500 yearly
  • Planning Center
  • Remote
  • Mar 22, 2021
Manager Full Time Customer Support Remote - US

Job Description

About The Role
Our ever-expanding and always-improving Support Team needs a new manager.
Our Support Team is one of the primary ways we carry out our company motto, which is: We love our churches, we love our team, we love our products. We are looking for someone to join us in providing quality answers to our customers through helpful, friendly, and revolutionary customer support!

You have experience.
Preferably in a similar role (customer service, customer support/experience) and working with/managing people remotely.



You’re a leader.
Someone who inspires, motivates, and coaches people to be the best versions of themselves and isn’t afraid to jump in and help get things done. You put in the time to understand the strengths and weaknesses of those who report to you, providing ways to magnify their strengths and give feedback to improve their weaknesses.

You’re passionate about great products and excellent customer service.
We believe our products and support team are the best at what they do. But that doesn’t mean that we’re complacent. We’re constantly improving! Each of our support agents contributes to the development of their team and the culture of Planning Center.

You have excellent communication skills.
Most of our support is through written communication, and all of our support team works from home across different timezones. Clear and concise communication is paramount to conveying the heart of Planning Center to our teammates and customers.

Things You'll Do

  • Manage 8-10 agents and specialists across multiple time zones.
  • Oversee your team’s on-call rotations, hiring, and support coverage.
  • Develop and implement onboarding, training, and ongoing growth programs for team members.
  • Foster a positive, balanced working environment that gets team members excited about their work and mitigates the risk of burnout.
  • Address customer queries, collect and track feedback, and develop internal and external resources for Planning Center’s support team and customers.
  • Collaborate with other teams in Planning Center as a representative of the Support team.
  • Optimize agent workflows and processes.

Nice-to-Haves

  • Experience with Planning Center Software and Church Management
  • Experience supporting a mobile app or subscription-based SaaS products
  • Familiarity with: Zendesk, Stripe, Trello, Calendly, Guru, Basecamp

To Apply
Please attach your resume along with a cover letter explaining:

  • Why are you interested in this role at Planning Center?
  • As a customer, what are the best and worst experiences you’ve ever received, and why?
  • Your biggest success as a leader, and a time when you had to say “no.”

Work from Anywhere in the USA
We are dedicated to hiring the best talent available and will offer the option to work remotely for the right person. We fly our remote team into the office once every quarter, so you can enjoy the nice California weather and connect with the rest of the team (60% of which is remote).

Gear
The things you need to get your job done - laptop, monitor, standing desk, chair - all on us!

Important Stuff

  • Starting annual salary: $71,500
  • Full health, dental, and vision coverage
  • Company contribution to a 401(k)
  • Mobile phone allowance
  • Co-working stipend
  • Charitable giving match
  • Paid parental leave
  • Health stipend
  • Vacation and paid holidays
  • Paid Fridays off in the summer
  • Continual education allowance for books, videos, or online learning.