Customer Success Representative

Customer Success Representative

At Blue Robotics, we enable the field of marine robotics with affordable components and systems. We design cool tech for use underwater that enables tons of people and organizations to pursue their audacious dreams of exploring and learning about our oceans and waterways. Our community is out there doin' things – they're mapping Hawaii's sickest surf breaks, exploring shipwrecks that have long been forgotten, and building bots that are solving complex world problems.

We're looking for a human to help on the front lines of our Customer Success team. Nearly all of our communications with our community happen over email, and we pride ourselves on fast, friendly, and thoughtful service. We're looking for someone who is a quick learner and excited about the future of ocean tech - this is a great opportunity to build a career in marine robotics. You'll work with customers from around the world, collaborate with nearly every team at Blue Robotics, and gain a deep understanding of our products, community, and mission.

You should be a skilled multitasker with strong attention to detail. Our customers are integrating our products into end uses around the world, and it will be your job to make sure those products make it to their final destination. That could mean battling the DHL gods to get something pushed through customs, or it could mean being a detective and tracking down when a certain screw with a specific thread size will be back in stock.

We use AI as part of our workflow, and you should be comfortable using it, but our correspondences need to feel human. We're not looking for someone who relies on AI to do the writing, you should be able to create clear, well-structured emails on your own.

We are seeking a smart, stoked, and hungry human to join our team and help get our technology out into the wild. The ideal candidate will have an interest in the ocean and/or technology, have experience working with remote teams, and have some customer service experience.

We believe that understanding our customers is one of the best foundations for a career at Blue Robotics. While many teammates build long and fulfilling careers in Customer Success, we've also seen people grow into new opportunities across the company as business needs and individual interests evolve.

Customer Success teammates regularly collaborate with Operations, Partnerships, Sales, and Technical Support making this an ideal role for someone who loves learning, solving problems, and discovering where they can make the biggest impact.

Whether your passion becomes customer relationships, product documentation, marketing, community, operations, or something we haven't imagined yet, we'll encourage your growth along the way.

What You'll Do

• Provide fast, reliable and high-quality customer service to the customers
• Enter orders via email (and sometimes phone), follow up with adjustments, cancellations, and returns, issue credit notes and invoices
• Coordinate with shipping partners to proactively resolve delivery, customs, and return issues.
• Monitoring customer accounts (credit limits, payment terms, overdues, etc.)
• Work closely with the accounting team for accounting follow up (unpaid invoices, reimbursements)
• Proactively troubleshooting issues with little to no guidance
• Contribute to special projects and continuous improvements that help Blue Robotics better serve our customers.
• Become a trusted product expert by continuously learning about Blue Robotics products and applications
• Share customer feedback and recurring trends with teams across the company to help improve products and the customer experience
• Help improve internal documentation and processes to make Customer Success more effective

Key Qualifications:

• Fantastic written and verbal communication skills - you should love working with people
• Motivation and passion for the success of the customer
• Curiosity and a willingness to learn - you don't need to know marine robotics, but you should be excited to become an expert
• Embraces challenges and enjoys working in a "start-up" environment with fast-paced changes, occasional chaos, and a sense of urgency
• Enjoys figuring things out when the answer isn't immediately obvious
• Excellent organizational skills
• Strong computer and math skills - must be good with numbers!
• Flexible and adaptable
• Ability to work on own initiative
• Proficiency in a second language is a plus!
• Experience working with remote/virtual teams is a plus!
• Experience or education in basic accounting principles or similar is a plus!
• An interest in the ocean, robotics, and/or technology is a plus!

Requirements:

• Bachelor's degree or other 4-year degree
• Must be proficient in Google Suite Applications
• Strong computer and math skills - must be good with numbers!
• 2-3 years customer service experience (hospitality and other in-person customer service counts)
• Remote position, considering candidates from CA, HI, OR, NJ, NY and PA (Anywhere between PST and EST, preference for EST)

Perks, Pay & More

• Medical, dental and vision insurance
• Basic Life and AD&D coverage
• Voluntary Life Insurance
• 401(k) + 4% Match
• Paid parental leave
• Paid time off + Paid Holidays
• Team lunches and other fun events