[Hiring] Customer Service Specialist @Propeller

Role Description

You’ll provide top-notch service to our customers and teammates as part of a growing Customer Service team at Propeller. When our customers need technical assistance or have questions about their hardware or software, they can reach out to us 24/7. As a Customer Service Specialist, you’ll be the first person our customers interact with when reaching out for help via chat or email. By understanding and triaging these requests effectively, you’ll either:

• Provide the customer with a solution yourself, or
• Escalate the request to the appropriate customer-facing team member and facilitate a quick resolution.

You’ll create a first-class customer experience by keeping response and resolution times low, and by maintaining a high level of professionalism. Your exceptional customer service talents, combined with a solid knowledge of our geospatial hardware and software products will enable you to offer swift resolutions to our customers’ inquiries related to remote sensing, drone surveying, and photogrammetry.

In addition to managing incoming support requests, you will assist the Geospatial Solutions team with some basic technical tasks for customers including using Propeller’s tools to help measure stockpiles and to retrieve GPS corrections data.

You’ll also engage with other cross-functional teams around Propeller including members of the Customer Success and Product & Engineering teams as we continually elevate our customer support processes, tools, and systems to ensure customers are receiving the information they need and to optimize our overall capacity to provide effective customer support.

Qualifications

• 1+ years of experience in a customer service or technical support position, with a preference for proficiency in chat and email channels.
• Excellent English communication skills (written and verbal).
• Exceptional problem solving and analytical skills.
• Multi-tasking and time management abilities.
• Attention to detail.
• A customer-centric, solutions-oriented mindset.
• You thrive in a team environment, taking pride in making valuable and supportive contributions.

Requirements

• Deliver high-impact, timely support for Tier 1 inquiries, including software navigation, troubleshooting, account management, and subscriptions.
• Drive performance excellence through rapid resolution, high customer satisfaction, and rigorous quality standards.
• Champion the customer experience as the first point of contact, expertly triaging chats and emails to the right teams while enforcing escalation workflows and documenting interactions to foster seamless internal collaboration.
• Accelerate dataset delivery by facilitating proactive communication between customers and the Geospatial Solutions (GS) team, ensuring clear information flow, timely follow-ups, and precise documentation.
• Own essential non-inbox technical tasks such as stockpile verification and dataset refiltering to ensure operational efficiency and project success.
• Influence department growth by actively reviewing processes and championing improvements that optimize efficiency and elevate our overall support capabilities.

Benefits

• HMO gold medical insurance.
• Paid vacation and sick leave.
• Paid parental leave policies.
• Annual professional development budget and leave.
• The opportunity to take part in our mentorship program.
• WFH equipment provided.
• Monthly WFH allowance.
• Employee share options.