Senior Customer Support Manager, Robotics

The role

You will provide strategic and operational leadership for the Robotics Support Specialists team. You will lead customer escalations, drive service quality, and shape the customer support strategy.

What you will do

• Lead, coach, and develop the RSS Team
• Own daily support operations and SLA performance
• Lead critical incident response and escalation management
• Set priorities for operational excellence, automation, and continuous improvement
• Lead and contribute to cross-functional projects and key initiatives
• Partner with Engineering, Customer Success Management, Field Services and other internal stakeholders
• Use support metrics to guide operational decisions, workforce planning, and capacity requirements
• Establish case ownership and follow-up standards, lead Salesforce dashboard reviews
• Maintain and develop troubleshooting and customer communication playbooks

Required qualifications

• 5+ years of experience leading technical support teams for integrated hardware and software solutions
• Proven experience leading high-priority customer escalations and major incident (P1) response
• Exceptional communication and leadership skills
• Proven ability to develop team leads and technical specialists
• Flexibility to support a 24/7 operational environment as critical incidents and team handoffs require
• Excellent written and verbal English communication skills

About the company

Locus Robotics builds AI-powered systems and intelligent robots that keep global supply chains running. The company invests in its people and encourages continuous learning.