What are the responsibilities and job description for the Spotter Customer Support Lead position at Sofar Ocean?
The Company
Sofar is on a mission to connect the world’s oceans. We design, build, and deploy the largest privately owned network of marine weather sensors to power the world’s best marine weather forecasts. Our data helps our customers to increase efficiency and reduce emissions, delivering tools to governments and other stakeholders to understand impacts of climate change on extreme weather and ocean health. We live on Planet Ocean, and our goal is to create the ocean intelligence needed to ensure a sustainable future.
The Role
You are a seasoned Customer Support manager and 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. You’ll design tools and processes, manage a small team (currently one Customer Service Specialist), collaborate across many internal and external functions, and provide hands-on exceptional customer support to help us scale our best-in-class support for our hardware products. From pre-sales support, to customer service, to in-field support, to RMA and end-of-life processes, your efforts will help to maximize the positive impact our products can make.
Impact You’ll Own
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.
Employee Conduct
It is the responsibility of every employee to contribute to a positive work environment through cooperative and professional interactions with co-workers, customers, and vendors.
Equal Employment Opportunity
All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other factors prohibited by law.
Sofar is on a mission to connect the world’s oceans. We design, build, and deploy the largest privately owned network of marine weather sensors to power the world’s best marine weather forecasts. Our data helps our customers to increase efficiency and reduce emissions, delivering tools to governments and other stakeholders to understand impacts of climate change on extreme weather and ocean health. We live on Planet Ocean, and our goal is to create the ocean intelligence needed to ensure a sustainable future.
The Role
You are a seasoned Customer Support manager and 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. You’ll design tools and processes, manage a small team (currently one Customer Service Specialist), collaborate across many internal and external functions, and provide hands-on exceptional customer support to help us scale our best-in-class support for our hardware products. From pre-sales support, to customer service, to in-field support, to RMA and end-of-life processes, your efforts will help to maximize the positive impact our products can make.
Impact You’ll Own
- Design, implement, and continually refine customer service and support processes from pre-sales through product end-of-life.
- Own, manage, and prioritize customer support tickets and workflows (we currently use Hubspot).
- 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).
- Manage and mentor a small Customer Support team, ensuring priorities are clear and people have the tools and knowledge needed to be successful.
- 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.
- You have 5 years of professional experience in customer support, customer success or related fields.
- You have experience managing and leading customer support teams.
- You have designed and implemented new support systems and processes using a wide range of tools.
- You have experience supporting highly technical hardware products.
- You have a connection to or passion for the ocean.
- You have used Hubspot.
- $92,000 - $109,000
- 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.
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.
Employee Conduct
It is the responsibility of every employee to contribute to a positive work environment through cooperative and professional interactions with co-workers, customers, and vendors.
Equal Employment Opportunity
All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other factors prohibited by law.
Salary : $92,000 - $109,000
