Customer Operations Specialist

3 days ago

Irvine, CA, United States EVONA Full time

Customer Operations & Satellite Planning (COSP) Specialist

Salary: $75,000 - $80,000

Location: Irvine, CA

Schedule: Night Shift 10 PM - 6 AM

Fulltime/Onsite

Position Summary:

My client is seeking a dynamic and detail-oriented Customer Operations & Satellite Planning (COSP) Specialist to join our growing team. In this role, you will ensure smooth order management and customer communications for our satellite imagery and analytics products. The ideal candidate is technically skilled in GIS/EO/SAR, excels in customer service, and thrives in a fast-paced, collaborative environment. This role plays a vital part in bridging internal technical teams and external customer needs, ensuring an outstanding customer experience from order submission to delivery.

Essential Job Functions and Desired Accomplishments

  • Manage orders from submission to delivery of the clients imagery and analytics products
  • Prepare comprehensive feasibility studies for satellite imagery acquisition
  • Plan satellite resources for acquiring SAR images
  • Conduct quality control of acquired SAR imagery
  • Manage direct communication with customers (by email, phone, or via live chat) to ensure customers are kept up to date with their order status, to deliver performance reporting/analysis, and to communicate any order updates to the customer
  • Improve overall customer experience and satisfaction by holding regular business review calls with the customers
  • Resolve customer questions and concerns
  • Coordinate/conduct service training to internal and external customers
  • Work closely with other teams (i.e. satellite operators, sales, analytics, product, software engineering) to resolve project and/or customer related issues
  • Improve processes and contribute to existing documentation
  • Report to management on key performance metrics and anomalies
  • Maintain competent understanding of the company's products, support, and services

Education/Qualifications/Certifications

Required:

Bachelor's degree in Geography, Earth Science, Environmental Science, or related technical discipline

1-3 years of B2B customer service experience

Familiarity with GIS and remote sensing concepts

Strong communication skills and customer-centric mindset

Attention to detail and high standards of accuracy

Team player with strong interpersonal collaboration skills

Comfortable working in a fast-paced, evolving scale-up environment

Proficient in Microsoft Office and Windows OS

Highly accountable and quality-focused

Fluent in written and spoken English

Ability to obtain U.S. Government security clearance

Preferred:

Experience with SAR (Synthetic Aperture Radar) technology

Familiarity with EO (Earth Observation) tools like SNAP

Understanding of customer service metrics and performance reporting

Proficiency in additional languages

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