Description
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 using drones. With over 20,000 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 and are proud to be recognized as a Fast Company and BuiltIn Best Place to Work. You can learn more about us on Glassdoor.
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Your MissionWhen 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 chat with when they reach out for help. By understanding and triaging these requests effectively, you’ll either:
- provide the customer with a solution yourself, or
- you’ll pass the request to the correct person, and hold them accountable for reaching a solution in a reasonable timeframe.
Your quick thinking and exceptional customer service skills will enable you to offer swift resolutions to our customers’ queries. You’ll create a top-notch customer experience by keeping response and resolution times low, and by maintaining a high level of professionalism.
In addition to supporting our customers, you’ll also engage with teams across Propeller as we sync and streamline communications.
Your Skills
You are a people-person and a natural problem solver with professional customer service skills. It is easy for you to learn new software/applications and basic technical concepts, and you’re able to explain processes to others. You enjoy working on a team but also work well independently.
Even though this is a remote role where you are physically separated from the rest of your team, you’re motivated by a fast paced web-connected work environment. You have the flexibility to work on a rotating roster so you can help support our customers in over 100 counties.
Essential Skills
- Excellent communication skills (written and verbal)
- Attention to detail
- A customer-centric, solutions-oriented mindset
- Exceptional written communication skills, and experience providing text-based technical customer service to English-speaking customers
Preferred Experience / Knowledge
- Working in a start-up or scale-up environment
- Familiarity with GIS, photogrammetry, or surveying
- Experience in the construction, mining, waste management or aggregates industries
Responsibilities
- Respond to all inbound customer support requests in a timely manner and identify/provide the best solution accurately and within quality expectations.
- Collaborate with other teams across the business to ensure a consistent customer experience
- Manage an active and ever changing task list to ensure customers are being responded to in a reasonable about of time
- Participate in the continuous improvement of our processes across the Data Success department
Benefits
- Employee share options
- Professional development budget and leave
- The opportunity to take part in our mentorship program
- Mental health resources
- Monthly internet allowance
- Paid primary & secondary parental leave policies
- HMO gold medical insurance
- Paid vacation time
- WFH stipend
About Propeller
Propeller is for everyone, so come as you are. We value all types of experience, skill, and ability. If you don’t think you meet all the requirements, but still think this role would be a good fit, we’d love to hear from you. Diversity makes our team more creative, fun, and effective, so bring your whole self to the application process, and we will too!
If you’re interested in what life at Propeller is like, check out our employee-owned Medium blog page!
Our hiring process
Stage 1: Interview with Talent Acquisition
Stage 2: Interview with Hiring Manager
Stage 3: Take Home Challenge
Stage 4: Technical Interview
Stage 5: The Topgrade Interview
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