Customer Support & Success Specialist

Who is Kestrel Insights?

With Kestrel, locations stop being meaningless dots on a map and become measurable signals your team can act on. Our geofence libraries transform real-world places into structured, reusable intelligence so you can monitor, analyze, and automate decisions at scale.

Kestrel maintains one of the industry's most comprehensive libraries of pre-built geofences, covering millions of commercial, industrial, transportation, and public locations across North America. Instead of spending time drawing, validating, and maintaining geofences yourself, your team gains immediate access to a trusted foundation of location intelligence that is ready to deploy via pre-built integrations or directly via API.

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Description:

Data QAQC Contractors:

Manage and oversee a team of independent contractors responsible for a part of the QA/QC of Kestrel's bulk foundational data set and incoming client requests. Lead weekly team meetings, assign and prioritize work, monitor individual performance, provide coaching and feedback, and ensure consistent standards of data quality and accuracy. Serve as the primary point of coordination between contractors and internal teams, providing regular reporting on team performance, workload, data quality metrics, and process improvements.

Data:

Bring a natural curiosity for data and a desire to understand the stories behind it. Comfortably navigate large datasets, investigate anomalies, validate information, and identify opportunities to improve data quality. Leverage modern AI tools such as ChatGPT, Claude, Replit, and other emerging technologies to explore data, automate repetitive tasks, answer questions, and improve decision-making. Success in this role requires a willingness to dig into unfamiliar datasets, ask thoughtful questions, and continuously learn new tools and techniques.

Support:

Own day-to-day client support and request management, acting as the bridge between customers and the broader Kestrel team. Triage incoming requests, troubleshoot issues, communicate progress, and ensure successful resolution. Beyond responding to tickets, identify recurring themes, recommend process improvements, and help build a scalable client experience function as the company grows.

CX:

This role is initially focused on internal operations, data quality, client support, and delivery excellence. As you develop expertise in Kestrel's products, data, and client workflows, there will be opportunities to take on increasingly client-facing responsibilities, including customer onboarding, training, account support, and strategic client engagement. We are looking for someone excited to grow alongside the company and expand their impact over time.

What We're Looking For

• Exceptional organizational skills and the ability to manage multiple priorities in a fast-paced environment.
• Strong attention to detail and a commitment to maintaining high standards of data quality and accuracy.
• Demonstrated curiosity and confidence working with data, including the ability to explore unfamiliar datasets, investigate anomalies, and identify opportunities for improvement.
• Experience coordinating projects, managing workflows, or overseeing distributed teams and contractors.
• Excellent written and verbal communication skills.
• Strong problem-solving abilities and a willingness to take ownership of issues through resolution.
• Comfort working with modern AI tools such as ChatGPT, Claude, Replit, and other AI-assisted workflows to improve efficiency, research, reporting, and decision-making.
• Experience working with business applications and productivity tools, including Microsoft 365, Google Workspace, Gmail, Google Drive, and spreadsheet-based workflows.
• Familiarity with low-code or business automation platforms such as Microsoft Power Apps, Power Automate, Replit, or similar tools.
• Ability to learn new software, systems, and processes quickly.
• Familiarity with SQL, databases, data reporting tools, or data management platforms is preferred.
• Light exposure to GIS, mapping technologies, spatial databases, or location-based data is a plus.
• Self-motivated, resourceful, and comfortable operating in an evolving startup environment where responsibilities may expand over time.