Customer Service Specialist

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.
• Accelerate dataset delivery by facilitating proactive communication between customers and the Geospatial Solutions (GS) team, ensuring clear information flow, timely follow-ups, and precise documentation.
• Own essential non-inbox technical tasks such as stockpile verification and dataset refiltering to ensure operational efficiency and project success.
• Influence department growth by actively reviewing processes and championing improvements that optimize efficiency and elevate our overall support capabilities.

Requirements About you You are a solution-oriented people-person adept with effective customer service methods. You make quick, logical decisions, demonstrate strong interpersonal skills, and maintain a high level of professionalism in any situation. It is easy for you to learn new software & hardware applications and basic technical concepts, and you’re able to explain complex processes to others in simple terms. You are an excellent teammate, but also work well independently. You’re comfortable working remotely in a fast paced, web-connected work environment. You have the flexibility to work on a rotating roster that enables us to support customers in over 100 countries. Your Skills

• 1+ years of experience in a customer service or technical support position, with a preference for proficiency in chat and email channels
• Excellent English communication skills (written and verbal) 
• Exceptional problem solving and analytical skills
• Multi-tasking and time management abilities
• Attention to detail
• A customer-centric, solutions-oriented mindset 
• You thrive in a team environment, taking pride in making valuable and supportive contributions

Benefits

• HMO gold medical insurance
• Paid vacation and sick leave
• Paid parental leave policies
• Annual professional development budget and leave
• The opportunity to take part in our mentorship program
• WFH equipment provided
• Monthly WFH allowance
• Employee share options