Customer Operations Specialist

tomorrow.be; Boston (MA); Hybrid; USD 130,000 - 150,000; Full time

Benefits offered by this job

Comprehensive health benefits

Unlimited paid time off

Relocation assistance

Job summary

Tomorrow.io is seeking a Customer Operations Specialist in Boston, MA, to own customer support operations and enhance the post-onboarding experience for clients. The ideal candidate will manage escalations and technical support while utilizing AI tools to improve workflows.

Strong communication and technical skills are essential, with experience in platforms like Zendesk. This position offers a salary range of $130k - $150k, comprehensive benefits, and a chance to work in climate tech.

Qualifications

• 2-3 years of experience in a technical customer-facing role.
• Strong technical aptitude and comfort with APIs.
• Ability to analyze support trends and provide insights.

Responsibilities

• Support system ownership and manage customer support operations.
• Act as technical triage lead for issue resolutions.
• Own the Tomorrow.io Help Center and produce technical documentation.

Skills

Technical customer-facing experience

High proficiency in English

Presentation skills

Ticketing system proficiency

Analytical skills

Technical aptitude

AI literacy

Dynamic and flexible

Travel readiness

Tools

Zendesk

Salesforce

Intercom

Freshdesk

Job description

Overview

Tomorrow.io is a leading weather intelligence and climate resilience platform helping organizations and governments make better decisions in a world of increasing weather volatility. By combining proprietary satellite technology, advanced AI forecasting models, and actionable analytics, Tomorrow.io delivers hyper‑local weather insights that protect lives, strengthen operations, and build climate resilience globally.

In the Customer Delivery and Operations group at Tomorrow.io, our mission is to enable faster, higher-quality revenue by turning customer needs into scalable, product-powered outcomes.

Customer Operations Specialist – you will be the anchor of the "Run" phase of our customer lifecycle. You are the owner of the customer’s post-onboarding experience, managing the technical support ecosystem, maintaining our knowledge architecture, and leveraging AI to scale our impact.

What You’ll Do

• Support System Ownership: Take end-to-end responsibility for our customer support operations. You will manage escalations, configurations, workflows, and ticketing logic while actively resolving support tickets to ensure a seamless experience.
• Account Provisioning & Lifecycle: Act as the gatekeeper for platform access; you will manage account provisions for new business and ensure all existing accounts are updated and perfectly aligned with contractual terms upon renewal.
• Technical First Responder: Act as the technical triage lead. You will build fluency in our platform and API to investigate issues yourself, resolving most queries and providing Engineering with high-quality, pre‑vetted data only when an escalation is necessary.
• The "Feedback Loop": Analyze support trends and lead the bi-weekly sync between the customer and our teams.
• Help Center & Technical Writing: Own the Tomorrow.io Help Center. You’ll create clear, high-quality technical documentation for new features and keep our knowledge base sharp.
• AI-Driven Scale: Proactively embrace and implement AI tools to automate support workflows and improve time-to-value for our customers.
• Support post sales customer configuration
• Hybrid Delivery Projects: Occasionally lead end-to-end customer onboarding and training projects. You will be responsible for driving product configurations and technical customizations tailored to specific use cases, ensuring users are set up for immediate success and long-term ROI.
• Global Engagement: While much of our work is digital, you will lead remote training sessions and potentially travel on‑site for customer QBRs or special implementation projects.

What You Bring

• 2-3 years of experience in a technical customer-facing role (Support, Implementation, or Technical Account Management).
• High Proficiency in English: (written and spoken) is an absolute must, as the interview process will include a communication assessment.
• Strong Presentation Skills: You are a confident speaker who can lead remote and on‑site training sessions, clearly communicating complex product features to diverse audiences.
• Ticketing System Proficiency: Experience configuring and managing platforms like Zendesk or similar (e.g., Salesforce, Intercom, Freshdesk) is required.
• Analytical Skills: A proven ability to dive into data, identify patterns in customer issues, and translate them into actionable business insights.
• Technical Aptitude: Comfort with APIs, technical troubleshooting, and data reporting.
• AI-Literate: You are an early adopter of AI tools and are excited to find new ways to use technology to work smarter, not harder.
• Dynamic & Flexible: You thrive in a global environment and understand that syncing with our global team means working unconventional hours (late evenings) occasionally.
• Travel Readiness: Ability to travel occasionally for customer on-sites or company events.

Nice-to-Haves

• Multilingual: Proficiency in an additional language
• Data Visualization: Experience with BI tools (like Looker, Tableau, or PowerBI) to turn support data into beautiful, easy-to-digest dashboards.
• Startup Experience: You thrive in fast-paced environments where you help build the "playbook" as you go.
• Meteorological Interest: You don’t need to be a weather expert, but a genuine interest in climate tech or environmental science is a huge plus!

Tomorrow.io is proud to be an Equal Employment Opportunity and Affymative Action employer. We do not discriminate based upon race, religion, color, national origin, sex, sexual orientation, gender identity, gender expression, transgender status, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Tomorrow.io participates in the E‑Verify program in all US states, as required by law.

Anticipated salary range for this role is $130k - $150k subject to local market and candidate skills and experience. Comprehensive health benefits, unlimited paid time off and other benefits included. Relocation assistance may be offered/available for certain roles.

Tomorrow.io is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please let us know at [e-mail]