Customer Service Assistant in San Diego, California at Surfline

About Surfline

Millions of people around the world depend on Surfline’s products to enrich their experiences in and around the ocean. Since 1985, our company has connected people with the ocean. Starting with surfers and expanding to offshore cruisers, anglers and a myriad of other ocean enthusiasts, we’ve made it our mission to deliver peak maritime experiences. We provide those who work and play in the ocean with all the advanced tools, personalized insights and immersive content to make their lives better -- supplying them with the information they need to make smarter decisions, seek out new experiences and gain valuable knowledge.

We are dedicated to bringing people together across the globe, and we champion and encourage those who bring different perspectives, ideas, and creativity. At Surfline, we recruit, employ, train, compensate, and promote regardless of race, religion, color, national origin, sex, disability, gender identity, gender expression, age, veteran status, and any other protected status.

As a Customer Service Assistant, 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.

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.

Under Surfline’s “Work from Anywhere” policy, this position may be performed on a remote basis from any location within California.

What You'll Do:

• Promptly and professionally respond to incoming service requests through internal ticketing system (Zendesk)
• Act as the first layer of support for Surfline, FishTrack, and Buoyweather users
• Collaborate with our Forecast, Product, and Camera Operations departments to resolve user issues
• Guide users through our products and features to ensure they are getting the most out of their experience
• Maintain the "voice" of our brand and culture while communicating with users, while being professional, detailed and patient
• Contribute to the overall customer service strategy by identifying opportunities for process optimization
• Forward on key customer service ticket themes to product/marketing teams to ensure transparency around user feedback

What We're Looking For:

• Previous experience in a customer service role (retail, online, or similar environments)
• Excellent written and verbal communication skills
• A high level of patience and empathy when supporting Surfline users
• A strong bias for action, with the ability to solve problems independently
• Genuine drive and enthusiasm for handling complex or non-routine customer queries
• Proven ability to work independently, with strong self-motivation and accountability

You May Also Have:

• Proven experience in a customer service–related role
• Hands-on experience with Zendesk or a comparable ticketing system
• Exposure to AI tools, with a strong understanding of how to leverage them to deliver a first-class customer experience

Compensation:

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.