Client Services & Support Specialist (Raleigh)

Client Services & Support Specialist

AI-Native Platform | Planning Pod | Raleigh, NC | In-office, full-time

About Planning Pod
Planning Pod is the operating system for the events industry. More than 1,200 event venues and planners run their bookings, clients, contracts, payments, and day-to-day operations on our platform. We have a proven product, a loyal customer base, and a profitable business.

We are now launching an AI-native version of Planning Pod, designed from the ground up around what large language models make possible. Backed by our own cash flow and new investors, we have the speed and ambition of a startup paired with an existing customer base, deep domain knowledge, and the runway to build the right product.

About the Role
This is not a passive support role. You are the front line of Planning Pod, the voice our clients rely on when they need help, guidance, or answers. This is a hands-on, client-facing role with a strong focus on phone support, alongside tickets and email. You’ll be solving problems in real time, guiding clients, and making sure every interaction leaves them confident in the platform. If you like being busy, talking to customers, and solving real problems quickly, this role is for you. This role is based in our Raleigh, NC office, in-person 5 days per week.

What you'd own:
• Own incoming support across phone, tickets, and email — fast, clear, and professional.
• Provide real-time phone support, building trust and resolving issues efficiently.
• Troubleshoot issues and get clients to resolution quickly.
• Help clients understand how to use the platform effectively (not just fix problems).
• Prioritize and manage a high volume of requests without dropping the ball.
• Work closely with Product and Engineering to escalate and resolve issues.
• Identify patterns in client issues and help improve how we support and scale.
• Deliver a consistently high-quality client experience.

What we're looking for
• You’re confident on the phone and comfortable speaking with clients regularly
• You’re responsive, proactive, and take ownership
• You communicate clearly and professionally (written and verbal)
• You can handle multiple priorities without getting overwhelmed
• You’re tech-savvy and pick up new systems fast
• You want to grow in a SaaS environment
• Bonus points if you’ve worked in SaaS support or used help desk tools like Zendesk.

Why Join Planning Pod
• High-impact role — you’ll directly shape the client experience
• Fast-paced environment — no two days are the same
• Real ownership and responsibility from day one
• Clear growth path into onboarding, account management, or senior roles
• Work with a team that moves quickly and gets things done

Compensation and benefits
• Base salary: $50,000 - $60,000 based on experience level
• 401K (+ match)
• Health insurance
• Vision insurance
• Paid time off (15 vacation days growing to 20 with tenure)