Manager, Technical Support

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

📋 Description

• Facilitate daily customer interactions towards effective resolutions.

• Take ownership of customer satisfaction, operational productivity, and CSR engagement and development.

• Mentor a team to provide seamless customer support experiences and enhance the Skydio brand.

• Assist in the evolution of Skydio Support as the company, products, UAS industry, and customer needs progress.

• Continuously refine processes and policies to improve customer experience, team involvement, and operational efficiency.

• Acquire product knowledge through regular use of Skydio products and participate in customer interactions and one-on-one discussions.

• Collaborate with the Mission Success Center of Excellence team on training, quality assurance, and CRM efficiency.

• Oversee customer support for drones, docks, attachments, accessories, DFR, flight control software, Skydio Cloud, and integrations.

• Utilize fact-based resolutions through Salesforce Service Cloud, IoT telemetry, log analysis tools, and AI LLMs.

• Support team performance metrics such as CSAT, First Contact Resolution, development, and productivity KPIs.

⛳️ Requirements

• Minimum of 2 years in progressive customer support leadership roles, including direct personnel management and accountability for operational KPIs.

• At least 2 years of demonstrated success in leading support teams for hardware, software, and cloud-based products.

• Previous B2B field service maintenance and repair experience is advantageous.

• Previous experience with UAS, robotics, and/or IoT products is a plus.

• Strong passion for achieving successful customer outcomes.

• Capability to coach and mentor team members effectively.

• Ability to engage directly with customers, comprehend situations, and drive resolutions.

• Confidence to act swiftly and learn from peers.

• Self-motivated and capable of working effectively during both stable and rapidly changing environments.

• Eagerness to embrace new challenges and independently solve problems.

• Lead by example and assist in resolving customer issues as required.

• Extensive experience with CRM tools, including Salesforce Service Cloud, Jira, Databricks, or similar platforms.

• Practical experience with AI technologies and their application in customer support.

• Analytical mindset with the ability to develop analytical tools to guide decision-making.

• Willingness to work extended hours, including weekends, holidays, and on-call support as necessary.

• Eligibility for East/West Coast locations.

• Availability for shifts covering either 9am ET–5pm ET or 2pm PT–11pm PT.

🏝️ Benefits

• Competitive base salary.

• Equity offered in the form of options.

• Comprehensive benefits package.

• Multiple incentives and stipends available.

• Relocation assistance may be offered for eligible positions.

• Opportunity for full-time employees to share in the company’s success.

• An inclusive culture and multidisciplinary environment.