Spotter Customer Service Lead

The Role

You are an experienced and hands on Customer Service leader who is excited to join a small and quickly growing startup. We build highly connected sensors, systems and software that enable our customers to better understand many intricacies of our Oceans and strive to make these tools as accessible as possible to a wide range of customers. In this role, you will oversee a small but scrappy customer service team, manage day to day customer service operations, collaborate across internal and external stakeholders, design tools and industry leading processes, and ensure our customers experience seamless order processing and issue resolution. As the team leader, you will handle escalated customer issues, provide guidance and mentoring to team members, and drive continuous improvement in operation efficiency.

Impact You’ll Own:

• Design, implement, and continually optimize best in class customer service and support processes from pre-sales through product end-of-life. Including support-facing documentation such as playbooks and SoPs, and data tracking systems.
• Own, manage, and prioritize customer support tickets and workflows (we currently use Hubspot), continually driving initiatives to reduce escalations, incidents, and outages, leveraging key KPIs and observability data.
• Manage and mentor a small Customer Support team, ensuring priorities are clear and people have the tools and knowledge needed to be successful.
• Interact directly with customers from diverse sectors—including government, research, and industry—to deeply understand their needs and ensure exceptional support (sometimes you’ll need to get creative).
• Actively collaborate with cross-functional partners – supporting sales requests, working with the production team on fulfillment customer service, providing customer insights and data to product and engineering, and soaking up knowledge from a broad range of internal experts

About You

• You have 10+ years of direct experience in customer service, 5+ years in leading customer service teams, with proven capability in building and scaling customer service organizations.
• You have designed and implemented new support systems and processes using a wide range of tools. (HubSpot, Salesforce, Zendesk, etc.).
• Proficient supporting highly technical products.
• Experience supporting international customers.

Bonus Points

• You have a connection to or passion for the ocean.
• You have used and mastered Hubspot.

Estimated Salary Range:

• $100,000 - $140,000
• The range listed is what we reasonably expect to pay for this role at the time of this posting. We may ultimately pay more or less than the posted range and may be modified in the future. Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to skill set, experience, and equity package.

Sofar's Commitment to Climate Justice

We at Sofar Ocean acknowledge that careers in the marine sciences “... have traditionally been, and remain, non-diverse work environments”, thereby limiting the entry and prosperity of underrepresented groups in the space. (Johri et al., 2021) Many of these same groups are disproportionately affected by climate change, and are often excluded from decision making that directly address their interests and needs.

We are committed to addressing these climate injustices and highly encourage people who identify as women, LGBTQ+, Black, Indigenous, and people of color (BIPOC) to apply.