Customer Service Assistant
What You'll Do
- Promptly and professionally respond to incoming service requests through internal ticketing system (Zendesk)
- Act as the first layer of support for Surfline, FishTrack, and Buoyweather users
- Collaborate with our Forecast, Product, and Camera Operations departments to resolve user issues
- Guide users through our products and features to ensure they are getting the most out of their experience
- Maintain the "voice" of our brand and culture while communicating with users, while being professional, detailed and patient
- Contribute to the overall customer service strategy by identifying opportunities for process optimization
- Forward on key customer service ticket themes to product/marketing teams to ensure transparency around user feedback
What We're Looking For
- Previous experience in a customer service role (retail, online, or similar environments)
- Excellent written and verbal communication skills
- A high level of patience and empathy when supporting Surfline users
- A strong bias for action, with the ability to solve problems independently
- Genuine drive and enthusiasm for handling complex or non-routine customer queries
- Proven ability to work independently, with strong self-motivation and accountability
You May Also Have
- Proven experience in a customer service–related role
- Hands-on experience with Zendesk or a comparable ticketing system
- Exposure to AI tools, with a strong understanding of how to leverage them to deliver a first-class customer experience
About Surfline
Millions of people around the world depend on Surfline’s products to enrich their experiences in and around the ocean. Since 1985, our company has connected people with the ocean. Starting with surfers and expanding to offshore cruisers, anglers and a myriad of other ocean enthusiasts, we’ve made it our mission to deliver peak maritime experiences. We provide those who work and play in the ocean with all the advanced tools, personalized insights and immersive content to make their lives better -- supplying them with the information they need to make smarter decisions, seek out new experiences and gain valuable knowledge.
We are dedicated to bringing people together across the globe, and we champion and encourage those who bring different perspectives, ideas, and creativity. At Surfline, we recruit, employ, train, compensate, and promote regardless of race, religion, color, national origin, sex, disability, gender identity, gender expression, age, veteran status, and any other protected status.
Customer Service
San Diego, CA