Customer Operations Specialist

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 , our mission is to enable faster, higher-quality revenue by turning customer needs into scalable, product-powered outcomes.

As our 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.

This role requires working onsite in our Boston office at least two times per week.

• 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 internal 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.
• 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.

• 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.

• Multilingual
  —proficiency in an additional language.
• Data Visualization
  —experience with BI tools (like Looker, Tableau, or Power
  
  BI) 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…