Customer Service Assistant

<meta><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:12pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px="" 0px;padding:0px;text-align:start;"=""><span style="font-size:12pt;white-space:pre-wrap;">As a </span><b><strong style="font-size:12pt;white-space:pre-wrap;">Customer Service Assistant</strong></b><span style="font-size:12pt;white-space:pre-wrap;">, you will be at the forefront of Surfline’s customer experience, managing day-to-day communications across Surfline and its associated brands. Your focus will be on delivering exceptional support that drives customer satisfaction and strengthens subscriber retention. You will also play a key role in Surfline’s proactive customer service strategy, leveraging tools such as Zendesk and Intercom Fin to scale support efficiently while delivering a personalized, meaningful experience to our global customer base.</span></p><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:12pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px="" 0px;padding:0px;text-align:start;"=""><br></p><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:12pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px="" 0px;padding:0px;text-align:start;"=""><span style="font-size:12pt;white-space:pre-wrap;">This is a temporary, part-time position expected to last approximately three months and requiring 20–25 hours per week. Strong availability on Mondays and Tuesdays is essential, along with flexibility throughout the remainder of the week. The role also involves close collaboration with the UK team, so availability between 8:00am–4:00pm PT is required.</span></p><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:12pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px="" 0px;padding:0px;text-align:start;"=""><br></p><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:12pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px="" 0px;padding:0px;"=""><span style="font-size:12pt;white-space:pre-wrap;">Under Surfline’s “Work from Anywhere” policy, this position may be performed on a remote basis from any location within California.</span></p><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:12pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px="" 0px;padding:0px;"=""><br></p><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:12pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px="" 0px;padding:0px;text-align:start;"=""><b><strong style="font-size:12pt;white-space:pre-wrap;">What You'll Do</strong></b></p><ul data-pattern="discCircleSquare" data-depth="1" style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;margin:8px="" 0px;line-height:1.6;padding:0px="" 0px="" 32px;list-style-type:disc;"=""><li style="font-size:12pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:start;"><span style="font-size:12pt;white-space:pre-wrap;">Promptly and professionally respond to incoming service requests through internal ticketing system (Zendesk)</span></li><li style="font-size:12pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:start;"><span style="font-size:12pt;white-space:pre-wrap;">Act as the first layer of support for Surfline, FishTrack, and Buoyweather users</span></li><li style="font-size:12pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:start;"><span style="font-size:12pt;white-space:pre-wrap;">Collaborate with our Forecast, Product, and Camera Operations departments to resolve user issues</span></li><li style="font-size:12pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:start;"><span style="font-size:12pt;white-space:pre-wrap;">Guide users through our products and features to ensure they are getting the most out of their experience</span></li><li style="font-size:12pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:start;"><span style="font-size:12pt;white-space:pre-wrap;">Maintain the "voice" of our brand and culture while communicating with users, while being professional, detailed and patient</span></li><li style="font-size:12pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:start;"><span style="font-size:12pt;white-space:pre-wrap;">Contribute to the overall customer service strategy by identifying opportunities for process optimization</span></li><li style="font-size:12pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:start;"><span style="font-size:12pt;white-space:pre-wrap;">Forward on key customer service ticket themes to product/marketing teams to ensure transparency around user feedback</span></li></ul><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:12pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px="" 0px;padding:0px;text-align:start;"=""><br></p><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:12pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px="" 0px;padding:0px;text-align:start;"=""><b><strong style="font-size:12pt;white-space:pre-wrap;">What We're Looking For</strong></b></p><ul data-pattern="discCircleSquare" data-depth="1" style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;margin:8px="" 0px;line-height:1.6;padding:0px="" 0px="" 32px;list-style-type:disc;"=""><li style="font-size:12pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:start;"><span style="font-size:12pt;white-space:pre-wrap;">Previous experience in a customer service role (retail, online, or similar environments)</span></li><li style="font-size:12pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:start;"><span style="font-size:12pt;white-space:pre-wrap;">Excellent written and verbal communication skills</span></li><li style="font-size:12pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:start;"><span style="font-size:12pt;white-space:pre-wrap;">A high level of patience and empathy when supporting Surfline users</span></li><li style="font-size:12pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:start;"><span style="font-size:12pt;white-space:pre-wrap;">A strong bias for action, with the ability to solve problems independently</span></li><li style="font-size:12pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:start;"><span style="font-size:12pt;white-space:pre-wrap;">Genuine drive and enthusiasm for handling complex or non-routine customer queries</span></li><li style="font-size:12pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:start;"><span style="font-size:12pt;white-space:pre-wrap;">Proven ability to work independently, with strong self-motivation and accountability</span></li></ul><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:12pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px="" 0px;padding:0px;text-align:start;"=""><br></p><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:12pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px="" 0px;padding:0px;text-align:start;"=""><b><strong style="font-size:12pt;white-space:pre-wrap;">You May Also Have</strong></b></p><ul data-pattern="discCircleSquare" data-depth="1" style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;margin:8px="" 0px;line-height:1.6;padding:0px="" 0px="" 32px;list-style-type:disc;"=""><li style="font-size:12pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:start;"><span style="font-size:12pt;white-space:pre-wrap;">Proven experience in a customer service–related role</span></li><li style="font-size:12pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:start;"><span style="font-size:12pt;white-space:pre-wrap;">Hands-on experience with Zendesk or a comparable ticketing system</span></li><li style="font-size:12pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:start;"><span style="font-size:12pt;white-space:pre-wrap;">Exposure to AI tools, with a strong understanding of how to leverage them to deliver a first-class customer experience</span></li></ul><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:12pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px="" 0px;padding:0px;"=""><br></p><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:12pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px="" 0px;padding:0px;"=""><b><strong style="font-size:12pt;white-space:pre-wrap;">Compensation</strong></b></p><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:12pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px="" 0px;padding:0px;"=""><span style="font-size:12pt;white-space:pre-wrap;">The compensation range for this position is $20-$25 per hour. In accordance with applicable state laws, the range provided is Surfline's reasonable estimate of the base compensation rate for this role. The actual amount may be higher or lower, based on non-discriminatory factors such as experience, knowledge, skills, abilities, and location. </span></p><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:12pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px="" 0px;padding:0px;"=""><br></p>