Customer Service Tech Lead

This is a fully remote position, open to applicants in Oregon.

📋 Description

• The Customer Service Technician Lead – Operations Action Center is responsible for optimizing and upholding exemplary customer-facing standard procedures for technical and operational support requests.

• This role involves close collaboration with Product Line Management, Program Management, Product Engineering, and Field Operations to ensure that customers receive precise and up-to-date technical and operational responses.

• Handle international client inquiries through phone, email, and live chat, diagnosing and troubleshooting hardware, software, and network issues.

• Work together with product and engineering teams to address complex challenges.

• Document issues and the corresponding resolutions, providing clear training and guidance to clients.

• Achieve or surpass performance metrics related to response times and customer satisfaction.

• Participate in an on-call rotation to support the 24/7 schedule of the response team.

⛳️ Requirements

• A Bachelor’s degree or an equivalent combination of education and experience.

• Over 7 years of relevant experience in customer support or technical support, ideally with UAS or similar aerospace/defense technologies.

• Bilingual proficiency is required – Professional fluency in both English and Spanish (written and verbal).

• Willingness and capability to travel internationally up to 60% of the time.

• Strong skills in Microsoft Office Suite.

• Familiarity with Enterprise Resource Planning (ERP) systems and their significance in logging, tracking, and documenting cases.

• Excellent communication skills and the ability to resolve customer issues in a friendly, fair, and firm manner.

• Proven commitment to enhancing the customer experience through effective incident responses, repair processes, and customer interactions.

• A problem-solving mindset; a self-starter who is comfortable working independently in dynamic environments.

🏝️ Benefits

• Medical insurance

• Dental and vision coverage

• 401K plan with company matching

• A 9/80 work schedule

• Paid holiday shutdown