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Customer Support Associate
(Customer Support Specialist / Customer Service / Customer Success Associate)
Company: Plan Forward, Inc.
Location: Remote
Job Type: Full-Time
Schedule: Monday–Friday
Compensation: Salary + Benefits; $40-50k
About Us
Plan Forward leads the industry in delivering a full-service dental membership plan solution to dental practices and groups of all sizes to better serve uninsured patients. Our solution features a cutting-edge platform that empowers the custom design, management, and analysis of dental membership plans, along with compliant agreements and marketing tools to accelerate membership growth. Founded in 2018, the company has built a highly skilled team of technology and industry experts. Follow Plan Forward at planforward.io.
The Role
The Customer Support Associate is an entry-level role focused on helping customers get the most out of our product. You’ll learn our product inside-out, field inbound support requests, make outbound calls when appropriate, and collaborate with internal teams to resolve customer issues efficiently and professionally. This is an excellent role for someone who is passionate about helping people and eager to grow into higher responsibility roles in support, operations, or account management.
What You’ll Do
- Answer incoming customer support calls, chats, and emails with empathy, clarity, and professionalism.
- Understand customer questions and either resolve them or route them to the appropriate internal teammate.
- Follow up with customers to ensure solutions are complete and satisfaction is achieved.
- Proactively contact customers to follow up on open issues, feedback, feature requests, or service touchpoints.
- Manage accounts that need attention and proactively reach out to clean up things like payment card changes, contact information changes, renewal issues, etc.
- Reach out to customers who have reported problems to confirm resolution and gather additional insights.
- Learn our product suite and maintain a working knowledge of features, workflows, and common support scenarios.
- Document recurring issues and customer feedback for product and training improvements.
- Participate in regular product meetings to share feedback
- Engage with teammates (engineering, product, sales, operations) to resolve issues beyond basic support.
- Use internal tools and processes to escalate complex issues, provide context, and track resolution progress.
- Log all customer interactions in our support system (ticketing/ CRM) with clear summaries and next steps.
- Maintain internal knowledge base documents or FAQs to improve team efficiency.
Who You Are
- Excellent communicator- you ask good questions, listen actively, and explain solutions clearly.
- Empathetic- you genuinely care about helping people and take pride in a job well done.
- Problem-solver- you enjoy troubleshooting and are resourceful in finding answers.
- Team player- you collaborate easily and share knowledge freely.
- Curious & coachable- you welcome feedback and want to grow your skills.
- Adaptable- you are open to the fluidity of what the day may bring and tasks assigned.
Preferred but not required
- Prior customer service or support experience
- Comfort with basic technical tools (Zoom, Microsoft 365, Google Workspace, HubSpot, Canva, ticketing systems, chat platforms)
- Familiarity with SaaS products
- Dental procedure or office operation knowledge
Key Responsibilities
- Strong verbal and written communication
- Active listening and problem diagnosis
- Time management and prioritization
- Ability to learn and retain product knowledge
Why This Role Matters
You are often the first line of contact with our customers. Your responsiveness, clarity, and empathy directly impact:
- Customer loyalty
- Product adoption
- Long-term retention
- Brand reputation
Compensation & Benefits
Salary Range
- Based on current market rates for entry-level customer support roles (remote/SaaS-adjacent) in the U.S.:
- Base salary: $42,000 – $50,000 per year
(final offer depends on experience and location)
Benefits
- Paid time off & holidays
- Professional development stipends or training programs
- Remote work allowance (internet, equipment, etc.)
If interested
Please send resume to office@planforward.io