Customer Success Representative (SurfOS)

Surf Air Mobility is building a world where air travel is the most sustainable, affordable, comfortable, quiet, and fastest way to travel any distance. We have brought all of the pieces together in order to accelerate the next great revolution in aviation: electric flight. By unlocking affordable, more sustainable, personalized air transportation for everyone, Surf Air Mobility promises to bring aviation into the modern age.

About the Role

The Customer Success Representative supports the onboarding, adoption, and daily usage of SurfOS across operators, brokers, aircraft owners, and OEMs. As SurfOS becomes embedded into software customers workflows, this role helps customers understand the platform, resolve issues quickly, and incorporate SurfOS into their core business processes. The Customer Success Representative is often the first point of contact for users, shaping their day-to-day experience of the platform.

This role is responsible for delivering training, assisting with workflow configuration, triaging support requests, and ensuring customers feel confident using SurfOS within their operational environments. The Customer Success Representative collaborates closely with Senior CSMs, Forward Deployment Engineers, Product, and Sales teams to escalate issues, provide structured feedback, and contribute to continuous improvement of the platform and its deployment processes. The position plays a key role in ensuring SurfOS maintains high adoption, smooth onboarding cycles, and strong customer satisfaction as the platform scales across the private aviation and air mobility ecosystem.

Responsibilities

• Provide onboarding support, product walkthroughs, and day-to-day customer guidance
• Assist customers with configuration, workflow setup, and product understanding
• Respond to support inquiries, troubleshoot user issues, and escalate technical cases as needed
• Monitor usage patterns and flag adoption risks or areas for additional training
• Document best practices, user guides, and training materials to support consistent onboarding
• Coordinate with Senior CSMs and FDEs to assist with implementation tasks
• Capture customer feedback and share insights with Product and Engineering teams
• Maintain accurate records of interactions, issues, and resolutions within CRM and support tools
• Support group training sessions and ongoing customer education programs
• Contribute to improving internal processes that enhance customer experience and operational efficiency

Qualifications

• 1-4 years in SaaS customer support, customer success, or a similar customer-facing role
• Strong communication and problem-solving skills with the ability to guide users through technical workflows
• Comfort troubleshooting software issues and translating customer needs into clear support actions
• Ability to collaborate effectively with Customer Success, Product, Engineering, and FDE teams
• Highly organized with strong follow-through and attention to detail
• Comfort working in a fast-paced environment with shifting priorities
• Aviation or operational experience is a plus but not required

Benefits:

• Competitive Salary: Attractive compensation package based on experience.
• Health & Wellness: Full time team members are eligible to participate in comprehensive medical, dental, and vision plans. Additional benefits include air ambulance coverage, short-term disability, pet insurance, health savings accounts, company-paid life insurance and a retirement/ 401(k) plan. Eligibility for any benefit begins the first day of the month following 30 days of employment.
• Generous PTO plus paid holidays throughout the calendar year.
• Team member Discounts: As a member of the airline community, team members and immediate family members have access to the My ID Travel program. This program provides travel privileges on participating airlines, including:
  • Flight tickets at a significant discount
  • Discounts on hotels and resorts
  • Car rentals at reduced rates
  • Discounted cruises

At Surf Air Mobility, we are committed to building a more inclusive ecosystem that integrates women, people of color, and other underrepresented groups into the cleantech sector and aerospace industry. We strongly encourage applications from qualified applicants and members of underrepresented groups. Surf Air Mobility is an Equal Opportunity Employer; employment with Surf Air Mobility is governed based on merit, competence and qualifications and will not be influenced in any manner by race, color, religion, gender, national origin/ethnicity, veteran status, disability status, age, sexual orientation, gender identity, marital status, mental or physical disability or any other legally protected status.

Surf Air Mobility participates in E-Verify.