Traject is a market leader in marketing technology for brands, businesses, and digital agencies. We offer a comprehensive product suite that powers the marketing flywheel for SMBs and the agencies who serve them. With specialized products and data offerings to help businesses manage their online reputation, social media strategy, and SEO presence, Traject isn’t just a software company - we are a critical partner to our customers.
 

As the Customer Support Representative, you will support our PLANOLY brand. Traject is backed by Alpine Investors, a People-First private equity company and made up of 8 brands (Sendible, PLANOLY, Loomly, Grade.us, GatherUp, Cyfe, Traject Data, and Authority Labs) with over 170 employees. 
 

PLANOLY is the industry-leading social marketing platform trusted by over 5 million users to visually plan, schedule and measure performance across Instagram, Pinterest, and TikTok. PLANOLY is beautifully crafted to be simple, clean and easy to use. PLANOLY believes firmly in inclusivity and is thrilled to pave the way for brands, businesses and individuals of all backgrounds to carry out their digital marketing strategies seamlessly. 
 

What you’ll do:

• Passion for providing amazing customer support through live chat and email.
• Communicate effectively and answer all sorts of questions such as usability, issues, Instagram/Facebook, TikTok, Pinterest and digital/influencer marketing best practices accurately and efficiently all while making our customers feel welcomed.
• Advocate for customers, exceed their expectations and confidently navigate gray areas.
• Take ownership of every situation & win customers over. Always follow through on your promises.
• Get technical. Stay abreast of social media technologies and the overall arena. You will learn Hubspot, Slack, Jenkins, SQL, and of course - PLANOLY!
• Be curious when troubleshooting software issues. Be highly comfortable using a computer, smartphone, and comprehend various IT environments.
• Take on projects and create opportunities to constantly improve your skills, knowledge, experience and our applications. Adding value is key!
• Embrace ongoing development opportunities including personal development and growth through weekly meetings and one on ones with your manager. 
   

What you need: 

• Communicating well both verbally and in writing
• Solving problems independently while thinking on your toes
• Listening thoroughly to make sure you understand user questions and concerns
• Staying positive, serving others, and giving your best at all times
• Showing initiative, following through, and strong execution skills
• Handling challenging situations with professionalism and grace
• Organizing and prioritizing, while completing requests
• You want to provide personalized and empathetic support that aligns with our company brand and voice and directly impacts our client retention
   

🤝 Bonus Skills & Experience (nice to haves):

• Experience in social media platforms
• Experience with HubSpot, SQL, Jira and Confluence
• Experience working at high growth startup
   

Who you are:

• We are digital marketing and social media experts. PLANOLY was built from a Brand and Influencer’s perspective so we understand how to enhance and streamline the workflow of a digital marketer.
• We’re growing super fast and have been profitable since inception.
• We offer an open work environment where highly motivated team members take full ownership of the products and help steer the company.
• We are a huge advocate of work-life balance, which is seen in our open vacation and work-from-any-coffee-shops policies.
• We’ll provide you with catered lunches, snacks, drinks, and regular team outings!

*** This role is not eligible for an employment visa.*** ***This role will be based in Austin, Texas - no relocation.***

U.S. Equal Employment Opportunity/Affirmative Action Information

PLANOLY is proud to be an equal opportunity employer and will consider all qualified individuals seeking employment without regards to race, color, creed, religion, gender, gender identity, national origin, citizenship, age, sex, marital status, ancestry, physical or mental disability, veteran status, sexual orientation, or any other protected classification.