Propeller
Customer Service Specialist
About this role
About Propeller is on a mission to take the guesswork out of moving dirt - reducing wasted fuel, time, and money. We do this through the power of maps. Our customers use Propeller’s integrated hardware and software products to capture accurate 3D versions of their worksites. With over 50,000 worksites worldwide using Propeller’s smart survey technology, we empower project teams to map, measure, and manage site activity. Propeller empowers everyone to approach, own, and solve problems creatively. We’re data nerds who care about impact, honesty, and each other. We take pride in being a great place to work. We are proud to be recipients of BI Group's Excellence in Customer Experience award and Inspiring Workplaces of Australasia, being recognized as a Fast Company and BuiltIn Best Place to Work. You can learn more about us on Glassdoor. Your Mission 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. Your Responsibilities
- 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.