Customer Operations & Satellite Planning (COSP) Specialist
Salary: $75,000 - $80,000
Location: Irvine, CA
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 ICEYE US's 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
Physical Requirements:
This position primarily works in an office environment. It requires the ability to sit or stand for long periods of time and frequent walking. Daily use of a computer, phone, office equipment and other computing and digital devices is required. May be required to stand for extended periods when facilitating meetings or walking in the facilities. Some local travel may be necessary, so the ability to travel by plane, operate a motor vehicle, and maintain a valid Driver's license and/or effectively navigate public transportation is required. While performing the responsibilities of the job, the employee must be able to read and respond to interoffice communications as well as effectively participate in meetings. The employee is often required to sit and use their hands and fingers, to lift up to 20 lbs, pull, push, carry, handle, or feel. The employee is required to carry, handle items, reach with arms and hands, stoop, kneel, or crouch; talk or hear. Mental demands may require prolonged concentration, reading comprehension, understanding, and interpretation of concepts, ideas, and philosophies. The physical demands of the position described herein are essential functions of the job, and employees must be able to successfully perform these tasks for extended periods. Reasonable accommodations may be made for those individuals with real or perceived disabilities to perform the essential functions of the job described, unless such accommodations would cause ICEYE US an undue burden.