Customer Operations SpecialistAs our
Customer Operations Specialist, you will be the anchor of the "Run" phase of our customer lifecycle. You are the owner of the customer's post-onboarding experience-managing the technical support ecosystem, maintaining our knowledge architecture, and leveraging AI to scale our impact.
What You'll Do- Support System Ownership: Take end-to-end responsibility for our customer support operations. You will manage escalations, configurations, workflows, and ticketing logic while actively resolving support tickets to ensure a seamless experience.
- Account Provisioning & Lifecycle: Act as the gatekeeper for platform access; you will manage account provisions for new business and ensure all existing accounts are updated and perfectly aligned with contractual terms upon renewal.
- Technical First Responder: Act as the technical triage lead. You will build fluency in our platform and API to investigate issues yourself, resolving most queries and providing Engineering with high-quality, pre-vetted data only when an escalation is necessary.
- The "Feedback Loop": Analyze support trends and lead the bi-weekly sync between the customer involving teams.
- Help Center & Technical Writing: Own the Tomorrow.io Help Center. You'll create clear, high-quality technical documentation for new features and keep our knowledge base sharp.
- AI-Driven Scale: Proactively embrace and implement AI tools to automate support workflows and improve time-to-value for our customers.
- Support post sales customer configuration
- Hybrid Delivery Projects: Occasionally lead end-to-end customer onboarding and training projects. You will be responsible for driving product configurations and technical customizations tailored to specific use cases, ensuring users are set up for immediate success and long-term ROI.
- Global Engagement: While much of our work is digital, you will lead remote training sessions and potentially travel on-site for customer QBRs or special implementation projects.
What You Bring- 2-3 years of experience in a technical customer-facing role (Support, Implementation, or Technical Account Management).
- High Proficiency in English: (written and spoken) is an absolute must, as the interview process will include a communication assessment.
- Strong Presentation Skills: You are a confident speaker who can lead remote and on-site training sessions, clearly communicating complex product features to diverse audiences.
- Ticketing System Proficiency: Experience configuring and managing platforms like Zendesk or similar (e.g., Salesforce, Intercom, Freshdesk) is required.
- Analytical Skills: A proven ability to dive into data, identify patterns in customer issues, and translate them into actionable business insights.
- Technical Aptitude: Comfort with APIs, technical troubleshooting, and data reporting.
- AI-Literate: You are an early adopter of AI tools and are excited to find new ways to use technology to work smarter, not harder.
- Dynamic & Flexible: You thrive in a global environment and understand that syncing with our global team means working unconventional hours (late evenings) occasionally.
- Travel Readiness: Ability to travel occasionally for customer on-sites or company events.
Nice-to-Haves- Multilingual: Proficiency in an additional language
- Data Visualization: Experience with BI tools (like Looker, Tableau, or PowerBI) to turn support data into beautiful, easy-to-digest dashboards.
- Startup Experience: You thrive in fast-paced environments where you help build the "playbook" as you go.
- Meteorological Interest: You don't need to be a weather expert, but a genuine interest in climate tech or environmental science is a huge plus!
If your experience is close but doesn't fulfill all requirements, please apply. Tomorrow.io is on a mission to build a special company. To achieve our goal, we are focused on hiring people with different backgrounds, perspectives, and experiences.
Anticipated salary range for this role is $130k - $150k subject to local market and candidates skills and experience. Comprehensive health benefits, unlimited paid time off and other benefits included. Relocation assistance may be offered/available for certain roles.
