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Customer Support Agent

Remote

About Planning Center

Planning Center, established in 2006, has grown to support over 90,000 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 three times a year at our main office in Carlsbad, CA, fostering our work relationships.

About the Work

Planning Center is looking for TWO Customer Support Agents (CSAs) to join our team! One will work Sunday to Wednesday, and one will work Tuesday to Friday. In this position, 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.

Responsibilities

  • Provide clear, kind, and empathetic answers to customer requests via email, chat, and phones
  • Ask clarifying questions to understand customer needs
  • Understand core functions of assigned products
  • Meet or exceed production targets set by manager
  • Follow established processes and escalate when needed
  • Contribute to documentation improvements by suggesting edits or additions
  • Model company and team values in all communication

What Makes a Great Support Agent

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.

Partner with AI tools
Ability to leverage AI and automation tools to improve efficiency and performance as a Support Agent.

Who We Look For

The best fits for any role on the Planning Center team are people embodying our Core Values:

  • Engage with Humility - We actively participate with openness and receptiveness. We are ready to listen, learn, and speak thoughtfully and kindly—regardless of skill level, expertise, or place on the org chart.
  • Invest in our team - We give our time and energy to our team’s success—improving collaboration with effective communication, making space for diverse perspectives, sharing knowledge, and asking questions.
  • Do Our Best Work - We aspire to do our best possible work—continually looking for ways to improve the quality of our individual output and contribute to our team's overall success and growth.
  • Focus on Customer Impact - We advocate for our customer’s best interests in our decision-making—we can trace the goal of every project back to creating positive value for our customers.
  • Think Holistically, Work Iteratively - We focus on taking practical steps towards our goals with an awareness of the broader context—thinking big, working small.

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

During the hiring process, you’ll have a chance to interact with several members of our team. We strongly encourage you to bring any questions to anybody you interact with. You’re interviewing us as much as we’re interviewing you.

Applications will be accepted until April 13th, 2026 at 8:00am PT. Please note that we may not reach out about next steps until after the application window closes. 

Below is an outline of the steps in our hiring process.

  • Step One: Apply with a resume and complete the application questions so we can learn more about your background and experience
    Our application questions are a chance for us to get to know you, so feel free to answer them the way you might in a cover letter and in your own words.
  • Step Two: If selected to move forward, an invitation to a take-home assessment where you’ll have a chance to show off your writing and critical thinking skills. 
  • Step Three: 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!
  • Step Four: Pending all goes well, we'll extend an offer

Once you apply, we likely won’t reach out until the application window closes on Monday, April 13th. Our goal is to respond to candidates in a timely manner throughout the process. If you move forward at each stage, you can expect to hear back from our team within a week. We hope to make final decisions for this role by the second week of May.

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 three times each year to connect with the rest of the team
  • Not currently residing in Washington state (due to compensation requirements, this role is not currently eligible for candidates working from Washington state)
  • 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
  • Comfortable working with urgency and handling time-sensitive customer issues with composure

Benefits and Compensation

We love our team—it’s one of the core pillars that guides how we work every day. That’s why we invest deeply in your well-being, growth, and balance. Here are some highlights (you can explore all our benefits here):

Get paid:
We offer competitive pay no matter where you live. We also contribute to your 401(k), provide a charitable giving match of up to $2,000 per year, offer a generous allowance for continued education, and include a coworking stipend.

The salaries for these positions are:

  • Tuesday to Friday: $71,000.
  • Sunday to Wednesday: $81,000.

Please note: Sunday shifts operate on Eastern Time specifically.

Be healthy:
You’ll receive generous paid sick and vacation time, $200 per month for physical fitness and mental health, and 95% medical plus 100% dental premium coverage.

Get out:
Enjoy four-day workweeks year-round, because we believe doing your best work includes having the time and space to rest, recharge, and live fully. We also offer a month-long sabbatical every five years, a week off between Christmas and New Year’s, a week each year to serve with a globally focused non-profit, and two weeks of paid vacation (increasing to three over time).

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