Director of Customer Support

Job Description

Job Description:
About Planhat:
Planhat is a SaaS based Customer Success Management platform that helps subscription businesses to retain and grow the
revenue stream from existing customers. We help Customer Success Managers to manage their renewals, reduce churn,
understand product adoption and drive business outcomes.
As a leading Customer Success platform, Planhat is helping customers solve their customer success challenges at scale.
Planhat is in a hyper-growth phase. Our business is global with customers in all continents. Our team is experienced, highly
skilled and we have a no-nonsense culture. We're down to earth, focused on (true!) value creation, we're original thinkers and
we're here to help shape our industry.

The Role
We are looking for the right person to build our global support organization, support strategy and support infrastructure.
Planhat’s global customers receive support in-app via Intercom with access to a detailed knowledge base. To facilitate our
hyper-growth, we are looking for someone to own the overall support function within Planhat, support our customers and put
in place processes and content to help take Planhat to the next level.
You'll be part of the management team, a key player in the company and will help us drive the global growth of the business.
This role is remote. We welcome applicants from the US, UK or anywhere in Europe.
We understand that exceptional talents have big expectations of the team they work with, we welcome that.

5+ years in Customer Support at a SaaS company.
Experience of designing and building an in-depth knowledge base
Experience of building and managing a remote team.
Deep understanding of modern Customer Success
Familiarity of different business models and corporate structures.
Native English speaker with excellent communication.
Experience with Salesforce, Hubspot and Intercom ideal.


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Rashmi Patil
+44 (0) 7459934333