Customer Support Agent

About Planning Center

Planning Center, established in 2006, has grown to support over 80,000 churches worldwide. As an independent company, we pride ourselves on being debt-free with no outside investors. Churches use our tools to communicate and connect with their congregations, organize information, and coordinate events. We’re committed to building great products that solve real problems using web and mobile products.

Our team enjoys the flexibility of remote work, utilizing tools like Asana, Slack, Notion, and Zoom for collaboration. We gather quarterly at our main office in Carlsbad, CA, fostering our work relationships.

About the Work

As a Customer Support Agent (CSA), 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.

Who We Look For

Life Long Learners

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 our team's culture and challenges the status quo, improving their team, our department, and the company.

Driven individuals, 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.

Good communicators with 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.

Problem solvers with a knack for simplifying complex issues

Some problems come with multiple solutions, and the best solution often depends on the situation. We do our best to provide you with all the options available to help our customers solve their problems, but understanding which one will work best is often up to you!

Passion for 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.

We believe the strongest teams comprise people with diverse backgrounds and experiences, and we are committed to cultivating that diversity here at Planning Center. We're building an inclusive, supportive place for you to do your best work.

The Hiring Process

Our hiring team is made up of our department leadership team, our support team managers, and a few of our support agents. During the hiring process, we strongly encourage you to bring any questions to anybody you interact with. You’re interviewing us as much as we’re interviewing you.

Here’s a look at what our hiring process generally looks like:

Round 1 - resume, cover letter

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:
• Why do you want to be a customer support agent?
• One of our values at Planning Center is to Focus on Customer Impact. Describe a time when you creatively solved a problem for a customer.
• * If you don’t have customer service experience, we are open to creative interpretations of “ a customer.”

Also, please choose one of the following questions and answer it in your cover letter. Please 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 on our website.
• 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?

Applications will be accepted until 9AM PST on March 3, 2025.

Requirements
• Reside in the United States
• Eligible to work in the United States (we are currently unable to offer employment to those with H-1B visas)
• Be willing to travel four times each year to connect with the rest of the team (not during a pandemic)
• Analytical and holistic problem-solving skills
• Excellent Verbal and written communication skills
• Aptitude for product knowledge or the ability to learn quickly
• Experience with software and computers
• Ability to work on a team and collaborate effectively
• Receptive to feedback, with a commitment to learning and improvement

Benefits

We love our team. It’s one of the core pillars we work off of every day, which is why we take care of you as best we can. Here are a few highlights, but you can find all our benefits here.
• Salary Compensation: We start all of our support agents at $69,000 a year and have opportunities for you to level up to $91,000 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 laws set up and managed through Rippling.
• Company Laptop and Monitor - To be returned upon request or termination of employment
• Home Office Stipend - $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.
• Health Coverage - Ninety-five percent (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
• 401K Contributions - 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
• Extra Fridays Off - 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
• Sabbatical - Paid month-long Sabbatical every five years
• Phone & Utilities Stipend - Employees receive $300 every three months to help cover the bills
• Co-working Stipend - This perk covers a maximum of $250/month if you work outside your home
• Health Stipend - Employees can use up to $200/month for therapy, counseling, gym membership, etc.)
• Charitable Giving Match - Planning Center will match up to $2000 to a 501c3 of your choice.
• Continuing Education Allowance - Can be used 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 come with working from home and promote remote culture and communication in everything we do.

That doesn’t mean 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 presents itself!

After clicking "Apply for this job" below, please upload a PDF containing your resume, cover letter, and answers to the above questions.

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