About the job
About Us
Planday, a part of Xero, is a premier digital platform revolutionizing scheduling and workforce management for businesses and shift workers globally. Our mission is to simplify the complexities of workforce communication and collaboration.
With a focus on user-friendliness, security, and compliance, Planday offers a robust platform that scales with business needs. Our open API and tech ecosystem integrate payroll, accounting, POS, and reporting solutions for a motivated and adaptable workforce.
Headquartered in Copenhagen, Denmark, Planday supports over 400,000 users across Europe, Australia, and the US, having been acquired by Xero in 2021.
Your Impact
As a Part-Time Customer Experience Specialist, you will be the first point of contact for our customers. Your role will involve providing direct support through your in-depth product knowledge and empathy. You will:
- Communicate Effectively: Engage with customers via phone, chat, and email, ensuring prompt and effective responses.
- Assist with Platform Use: Guide customers in utilizing our platform, sharing best practices for scheduling and administrative tasks.
- Analyze Issues: Troubleshoot and analyze customer issues before escalating to our technical support team.
- Collaborate with Teams: Act as a crucial link between customers and our product/engineering teams, effectively communicating customer feedback.
- Provide Solutions: Identify and implement optimal solutions for our customers and our team.
Your Responsibilities
- Customer Support: Deliver outstanding customer service across multiple channels, including phone, chat, and email.
- Troubleshooting: Analyze and resolve customer issues effectively before escalation.
- Team Collaboration: Work closely with product and engineering teams to relay customer feedback for continuous improvement.
- Case Management: Manage customer cases efficiently, forwarding them to the full-time team as needed for timely resolution.

