Spotter Customer Service Manager, Sofar Ocean
$100-125k
+ Equity Package
3 days a week in office
Ocean data monitoring
Be an early applicant
Ocean data monitoring
101-200 employees
Be an early applicant
$100-125k
+ Equity Package
3 days a week in office
101-200 employees
Company mission
To connect the world's oceans to the people who depend on them (all of us).
Role
Who you are
- 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 hardware products
- Practical knowledge of ERP systems
- Experience supporting international customers
Desirable
- You have experience supporting highly technical hardware products
- You have a connection to or passion for the ocean
- You have used and mastered Hubspot
What the job involves
- 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
- 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
Our take
Drastically changing weather and climate is one of the foremost issues of our time. And as we work to limit the impact of the climate crisis, we need trustworthy banks of data on how these changes have manifested, and what trajectory our world is on. This is where Solar Ocean comes in, with its global network of ocean-monitoring buoys.
It is the largest network of its kind, with thousands of solar-powered ‘spotters’ across the world’s oceans delivering over 200,000 updates every day. Its product is used primarily by climate scientists, but also has important applications in shipping, weather forecasting and maritime research as well.
Sofar is the largest network of its kind, and even though its spotters aren’t as sophisticated as similar government-funded ones, the sheer scale of its data collection makes its forecasts far more accurate. The funding it has raised is supporting the further extension of its network and development of its data services.
Freddie
Company Specialist at Welcome to the Jungle
Insights
5% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Aug 2022
$39.4m
LATE VC
Nov 2021
$39m
SERIES B
Total funding: $85.7m
Company benefits
- Comprehensive health, vision, dental plan
- Volunteering program
- Home office stipend
- Hybrid work schedule (for most roles)
- Flexible time off (including World Oceans Day!)
- A strong internal community of ocean-lovers!
Company HQ
Mission District, San Francisco, CA
Leadership
Evan Shapiro
(Co-Founder & CTO)Previously Co-founded Bad Rabbit Consulting, Spoondrift and Knit Health. At Knit Health they were also CTO, and at Spoondrift they worked as a Technical Architect.
Tim Janssen
(Co-Founder & CEO)Former Assistant Professor of Oceanography at San Francisco State University. They were a Postdoctoral Research Fellow at the Naval Postgraduate School, and also worked as an Independent Research Scientist and Principal Investigator.
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