Customer Excellence Specialist

OpenKrill; United States; Remote; USD 65,000 - 90,000; Full time

Job summary

ICEYE is seeking a Customer Excellence Specialist to serve LATAM customers from a remote location. You will manage orders from submission to delivery, ensure requirements are met, and maintain strong client relationships.

The role requires experience in customer-facing operations, sharp analytical skills, and excellent English communication. Shift flexibility is expected for a global customer base.

Qualifications

• Experience in customer excellence or customer-facing ops.
• Strong analytical and problem-solving abilities.
• Excellent written and verbal English communication.

Responsibilities

• Oversee end-to-end order management from submission to delivery.
• Coordinate satellite resource planning and image quality control.
• Handle customer inquiries and liaise with cross-functional teams.
• Report KPIs and process improvements to management.

Skills

Customer experience

Account management

Analytical

English communication

Education

Geography/Remote Sensing/Aerospace

Job description

ROLE HIGHLIGHTS

• Customer Excellence Specialist
• Location: Mexico, Chile, or Colombia
• Department: Customer Excellence
• Reports to: Senior Customer Excellence Manager
• Employment type: Permanent
• Workplace model: Remote
• Employment is subject to applicable security screening (incl. SUPO, where required)

WHY THIS ROLE MATTERS

As a Customer Excellence Specialist, you’ll be the vital link between ICEYE’s SAR satellite capabilities and our customers across the LATAM region — ensuring every order, from submission to final delivery, runs smoothly and every customer interaction leaves a lasting impression.

WHO WE ARE

ICEYE is the world leader in sovereign intelligence from space. We deliver persistent monitoring capabilities to detect and respond to changes in any location on Earth.

ICEYE owns the world’s largest and most advanced SAR (synthetic aperture radar) satellite constellation. To our customers we provide intelligence with unmatched quality, latency and revisit times, in any weather, day or night. To governments who choose to operate their own constellation we provide this proven capability as a sovereign system.

ICEYE-built constellations serve customers in defence and intelligence, environmental monitoring, insurance and emergency management. We enable fast decisions that contribute to a safer future.

Founded and headquartered in Finland, ICEYE operates globally with over 1000 employees across Europe, North America, the Middle East, and Asia-Pacific.

YOUR DAY-TO-DAY RESPONSIBILITIES

Regular Customer Excellence Responsibilities

Order Management

• Oversee the entire order process, from submission to the delivery of the final product.
• Prepare comprehensive feasibility studies for satellite imagery, ensuring customer requirements are met.

Satellite Resource Planning

• Plan satellite resources for capturing Synthetic Aperture Radar (SAR) images.
• Perform SAR image quality control to maintain high standards.

Customer Interaction

• Resolve customer inquiries and complaints promptly.
• Collaborate with cross-functional teams (satellite operators, sales, analytics, product software) to address project and customer-related issues.
• Serve as a vital interface between clients and ICEYE, ensuring effective communication and interaction.

Process Improvement

• Contribute to the enhancement of existing processes and documentation.
• Report to management on key performance metrics and anomalies.

Product Knowledge

• Maintain a thorough understanding of the company’s products, support, and services.

Account Management Responsibilities

Governmental and Commercial Contracts

• Serve as the point of contact for governmental contracts and commercial clients.
• Conduct feasibility studies and effectively communicate results to customers.

Relationship Building

• Build and maintain trusted relationships with customers, serving as a key contact for order-related queries.

Training and Progress Monitoring

• Coordinate and conduct service training for both internal and external customers.
• Monitor order progress closely, proactively identifying and resolving potential issues.

Reporting

• Satisfy internal and external reporting needs by providing accurate Key Performance Indicators (KPIs).

WHAT WE’RE LOOKING FOR

• Bachelor’s degree in Geography, Remote Sensing, Aerospace, or a related field.
• Proven experience in a customer excellence, account management, or customer-facing operations role.
• Strong analytical and problem-solving skills,Excellent written and verbal communication skills in English.
• Availability for shift work (no night shifts required).

WORKING AT ICEYE

At ICEYE, you’ll join a diverse and highly engaged team united by the ambition to make the impossible possible. As a global scale-up, we combine speed and ambition with the opportunity to take real ownership from day one. Your growth, wellbeing, and success are a priority, with continuous professional development, training opportunities, and a culture where collaboration is how we win.

HOW WE WORK (OUR VALUES)

• Make the impossible possible: We set ambitious goals and stay calm under pressure. We bring grit, optimism, and ownership when things get hard, and we keep moving until we find a way.
• Be curious: Go deep, ask questions, listen carefully, and think critically. Understand the “why” behind decisions.
• See the big picture: Stay close to what’s happening across the company so you can make better decisions. Consider how your work affects others.
• Drive effective teamwork: Create psychological safety, invite different perspectives, and build inclusive teams. There are no bad questions.
• Act as one team: We win together. We match tasks to the right owner and stay agile as priorities shift.
• Have fun: What we do matters—and it should be enjoyable. Celebrate progress, take pride in results, and share the wins.

BENEFITS

Our benefits are designed to support your health and wellbeing, at work and beyond. We keep improving them based on employee feedback, and offerings vary by location. Talent Acquisition will confirm what applies for this role and location during the process.

OUR COMMITMENT TO DIVERSITY, EQUITY, AND INCLUSION

We want ICEYE to be a place where people can be themselves and do great work. Different backgrounds and perspectives make us stronger, which is why we work to create an environment where people feel included, respected, and able to speak up. Whatever your background, we want you to bring your authentic self to the table.

We’re committed to fair, inclusive hiring and equal opportunity. Everyone is welcome to apply. If you need any adjustments or support during the recruitment process, tell us—we’ll do our best to help.