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Southern Airways Express · 7 hours ago

Customer Success Representative

Hawthorne, CA, US

Full-time

Onsite

Entry, Mid Level

$68K/yr - $92K/yr

1+ years exp

Surf Air Mobility is a company focused on enhancing customer experiences with their SurfOS platform. The Customer Success Representative will support onboarding, adoption, and daily usage of SurfOS, ensuring customers understand the platform and resolve issues efficiently.

Air Transportation

Responsibilities

Provide onboarding support, product walkthroughs, and day-to-day customer guidance

Assist customers with configuration, workflow setup, and product understanding

Respond to support inquiries, troubleshoot user issues, and escalate technical cases as needed

Monitor usage patterns and flag adoption risks or areas for additional training

Document best practices, user guides, and training materials to support consistent onboarding

Coordinate with Senior CSMs and FDEs to assist with implementation tasks

Capture customer feedback and share insights with Product and Engineering teams

Maintain accurate records of interactions, issues, and resolutions within CRM and support tools

Support group training sessions and ongoing customer education programs

Contribute to improving internal processes that enhance customer experience and operational efficiency

Qualification

SaaS customer supportProblem-solving skillsCommunication skillsTechnical troubleshootingCollaboration skillsAviation experienceOrganizational skillsAttention to detailFast-paced environment

Required

1-4 years in SaaS customer support, customer success, or a similar customer-facing role

Strong communication and problem-solving skills with the ability to guide users through technical workflows

Comfort troubleshooting software issues and translating customer needs into clear support actions

Ability to collaborate effectively with Customer Success, Product, Engineering, and FDE teams

Highly organized with strong follow-through and attention to detail

Comfort working in a fast-paced environment with shifting priorities

Preferred

Aviation or operational experience is a plus but not required

Benefits

Health & Wellness: After 30 days of employment on the 1st of the next month, you are eligible to sign up for medical, dental, and vision insurance, air ambulance coverage, short-term disability, pet insurance, health savings accounts, and company-paid life insurance.

Retirement Plans: Employees can enroll in our company’s 401(k) plan.

Generous PTO: After completion of your probationary period, employees earn 1 day of PTO per month, plus paid holidays throughout the calendar year.

Employee Discounts: After completion of your probationary period, you can access the My ID Travel program, which allows members of your immediate family to participate as well. This program provides travel privileges, including:

Flight tickets at significant discount, employee and family members can fly our planes (standby space available)

Discounts on hotels and resorts

Car rentals at reduced rates

Discounted cruises