Customer Service Assistant

Surfline extbackslash Wavetrak, Inc. is dedicated to enhancing maritime experiences for ocean enthusiasts. As a Customer Service Assistant, you will manage day-to-day communications and deliver exceptional support to drive customer satisfaction and strengthen subscriber retention.

Responsibilities:

• 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

Requirements:

• 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
• 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