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
Reporting to the Director of Customer Success, you will lead and grow Propeller Aero’s global support function, which includes Customer Service, Hardware Support, and Technical Support teams. These teams provide Tier 1 to Tier 3 reactive support across phone, email, and chat for Propeller’s software, hardware, and endorsed third-party hardware.
Located in the US, Australia, and the Philippines, the teams collaborate closely with Customer Success and Data Success to deliver a seamless customer experience.
- Customer Service: Handles Tier 1 software support and triages requests via email and chat.
- Hardware Support: Troubleshoots Propeller’s manufactured and supported hardware.
- Technical Support: Provides Tier 2 and 3 support for software platform and dataset issues.
Your mission is to mentor, coach, and lead these teams, fostering a strong, collaborative culture while defining effective support processes. You'll ensure the team delivers exceptional support, resolves escalations, meets goals, and maintains high customer satisfaction. You’ll ensure that what we are promising to our customers can be delivered, and what we deliver is what we promised.
Your Responsibilities
- Responsible for the day-to-day alignment, enablement, coaching, and oversight of our Customer Support function
- Develop and implement strategies to enhance the overall customer experience and drive customer satisfaction and loyalty.
- Establish clear expectations and hold the team accountable for performance, achieving objectives and driving impact.
- Ensure all customer support requests are dealt with promptly and professionally and our customer satisfaction scores are consistently rated high.
- Ensure the team is up to date on product, process, and business changes and is connected to Propeller’s culture and ways of working.
- Analyze customer feedback and data to identify trends, areas for improvement and opportunities to enhance the customer experience.
- Use procedures, policies, data and insights to continue to enhance our Customer Support function
- Develop and implement a comprehensive customer support strategy.
- Develop and implement customer service policies, procedures and standards to ensure consistent and high quality service delivery.
- Monitor and assess customer service performance metrics, such as response time, first contact resolution rate and customer satisfaction scores. Implementing corrective actions as needed.
- Stay informed about industry trends, best practices and emerging technologies related to customer support and proactively recommend improvements.
- Lead, Coach and Mentor a high-performing team
- Actively manages team resourcing and capacity, understanding team workload and prioritization of business needs.
- Support direct reports in creating individual quarterly goals tied to the global Customer Success team’s quarterly goals and company goals.
- Works with each team member on their professional development goals and can clearly communicate each team member's strengths and development areas.
- Contributes to the strategic direction of the global Customer Success team and helps to sort- and long-term priorities.
- Partner with the Director of Customer Success and People teams to hire new team members as needed.
- Partner with Product Managers to surface collective customer feedback along with any questions or concerns coming from your team.
Benefits
- Fully paid employee United Platinum PPO medical, dental, and vision coverage
- 20 day paid vacation time per year with no accrual or carryover cap
- Employee share options
- Professional development budget and leave
- The opportunity to take part in our mentorship program
- Monthly telephone and/or internet allowance
- Paid primary & secondary parental leave policies
- Hybrid work arrangements and WFH equipment provided
The salary range offered for this role is up to $140,000. This range is tied to the market for this job in Colorado. Any salary offer extended will be based on skills, knowledge and experience.
