Manager, Technical Support

The role

This person will lead a remote B2B customer support team responsible for assisting customers with complex product and operational usage issues. The role involves coaching team members, improving processes, and managing operational KPIs for drones, software, and cloud products.

What you will do

• Guide daily customer interactions to successful resolutions
• Own operational customer satisfaction, productivity and customer support representative engagement and growth
• Coach a team that creates and delivers low-effort customer support experiences
• Evolve Skydio Support as products and customers evolve
• Continuously improve processes and policies
• Gain first-hand product knowledge through frequent use of Skydio products
• Collaborate with the Skydio Mission Success Center of Excellence team

Required qualifications

• 2+ years of progressive customer support leadership experience, including direct people management and ownership of operational KPIs
• 2+ years proven effectiveness at leading Support teams responsible for hardware, software and cloud products
• A passion for driving successful customer outcomes in every engagement
• Ability to coach and mentor team members
• Empathy, motivation and ability to engage directly with customers
• Self-directing and able to work effectively in times of stability and rapid change
• Deep experience and appreciation for CRM and related tools, including Salesforce Service Cloud, Jira, Databricks or equivalents
• Applied AI experience, anchored to an understanding of AI technology and its practical application in customer support scenarios
• Data-driven with an analytical mindset
• Willingness to work extended hours, weekends, holidays and on-call support as needed

Nice to have

• Prior B2B field service maintenance and repair experience
• Prior experience with UAS, robotics, and/or Internet of Things (IoT) products
• Obtaining FAA Part 107 certification within the first 60 days of employment is strongly encouraged

Benefits

• Competitive base salaries
• Equity in the form of stock options
• Comprehensive benefits
• Various incentives and stipends
• Relocation assistance may also be provided for eligible roles

Before you apply

• Skydio, Inc. uses E-Verify to confirm employment eligibility

About the company

Skydio is the leading US drone company and the world leader in autonomous flight. The team combines expertise in artificial intelligence, hardware and software product development, and customer obsession.