Senior Customer Care & Complex Case Leader

The Planet Group; United States; On-site; USD 60,000 - 90,000; Full time

Job summary

The Planet Group is seeking an experienced customer success professional in the United States to lead and navigate complex customer issues, manage cases with quality service, and drive cross-team collaboration.

You will leverage data to inform decisions, build strong relationships with customers, and coordinate with internal teams to resolve high-priority cases while maintaining organization and prioritization across multiple projects.

Qualifications

• 3–5 years leading and navigating complex customer issues.
• 3–5 years providing high-quality support while managing cases.
• Strong organizational and prioritization skills.
• Capable of leading multiple projects independently or in a team.
• Familiarity with accommodations and/or disabilities a plus.
• Adept problem solving using data to inform decisions.
• Proven ability to build and manage customer relationships.
• Coordinate with internal teams across conflicting priorities.
• Collaborate and guide teammates on complex cases.
• Navigate a rapidly evolving landscape.

Skills

Customer issue leadership

Case management

Organization and prioritization

Multi-project leadership

Problem solving with data

Customer relationship building

Cross-team collaboration

Adaptability to change

People guidance

Tools

Microsoft Office

Job description

The Planet Group is seeking an experienced customer success professional in the United States to lead and navigate complex customer issues, manage cases with quality service, and drive cross-team collaboration.

You will leverage data to inform decisions, build strong relationships with customers, and coordinate with internal teams to resolve high-priority cases while maintaining organization and prioritization across multiple projects.