Customer Operations Specialist
About the role
The Customer Operations Specialist plays a pivotal role in the Customer Delivery and Operations group at Tomorrow.io. This position is essential for enabling faster, higher-quality revenue by managing the technical support ecosystem, maintaining the knowledge architecture, and leveraging AI to scale impact.
Responsibilities
Support System Ownership: Take end-to-end responsibility for our customer support operations. 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; 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. 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. 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
Occasionally lead end-to-end customer onboarding and training projects. Drive product configurations and technical customizations tailored to specific use cases, ensuring users are set up for immediate success and long-term ROI.
Global Engagement: Lead remote training sessions and potentially travel on-site for customer QBRs or special implementation projects.
Requirements
- 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.
Qualifications
- Multilingual: Proficiency in an additional language is a plus.
- 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!
Skills
- Experience with APIs
- Technical troubleshooting
- Data reporting
- AI tools
- Customer support
- Technical writing
- Knowledge management
- Training and development
Benefits
Comprehensive health benefits, unlimited paid time off, and other benefits included. Relocation assistance may be offered/available for certain roles.
Pay
Anticipated salary range for this role is $130k - $150k subject to local market and candidates' skills and experience.
Schedule
Flexible hours and unlimited vacation days policy.