Manager, Technical Support

The company is the leading US drone company and the world leader in autonomous flight, the key technology for the future of drones and aerial mobility. The company team combines deep expertise in artificial intelligence, best-in-class hardware and software product development, operational excellence, and customer obsession to empower a broader, more diverse audience of drone users, from utility inspectors [link for members] to first responders [link for members] soldiers in battlefield scenarios [link for members] and beyond [link for members]

About the team

The company Customer Support team provides assistance to customers flying the world’s most autonomous sUAS on challenging missions to keep people and infrastructure safe 24/7. We work closely with the company Solution Engineering and Deployment Engineering teams to accelerate new customer’s time-to-value, and Customer Success Managers and Field Service Representatives to aid customers with expanded operational use of drone technology. This is an exciting opportunity to be part of a team leading the creation and deployment of next-generation Beyond Visual Line of Sight (BVLOS) flying robot operations in Public Safety, Defense, Utility/Infrastructure Inspection, Site Security and other industries.

About the role

The company is seeking an experienced B2B customer support operational leader who has successfully coached and developed remote teams responsible for assisting customers with complex product and operational usage issues. Product scope encompasses drones, docks, attachments & accessories, as well as Drone as First Responder (DFR), flight control software, and the company Cloud and integrations. The team’s goal is high first-contact resolution 20/7, which is critical to minimizing operational disruption and delivering great customer experiences. The team collaborates closely with other Support teams responsible for back office functions (e.g., field service repair & maintenance, logistics, license provisioning) and Field Service Representatives (e.g., customer-specific use case optimization) Customers range across large fleet operations to single drone use, and in UAS program maturity from beginners to sophisticated and mature operations. Using technology from Salesforce Service Cloud to sophisticated IoT telemetry and log analysis tools to AI LLMs, this team prides itself on quickly reaching fact-based resolutions to complex product issues. Team success is measured by KPIs such as CSAT, First Contact Resolution, team development and productivity, and most importantly by customer experience and product engagement.

Location: East/West Coast, open to shifts that may cover weekends/holidays. 9am ET - 5pm ET or 2pm PT - 11pm PT

How you’ll make an impact

• Guide daily customer interactions to successful resolutions

• Own operational customer satisfaction, productivity and customer support representative (CSR) engagement and growth

• Directly contribute to building a strong, positive the company Brand by coaching a team that creates and delivers low-effort customer support experiences

• Directly contribute to imagining and evolving what the company Support is as the company, its products, the UAS industry, and customers rapidly evolve and mature

• Continuously improve processes and policies to enhance customer experience, team engagement, and operational efficiency

• Gain first-hand product knowledge from frequent use of the company products sufficient to engage in meaningful customer interactions and 1:1 conversations

• Collaborate with the company Mission Success Center of Excellence team to shape team training, quality management, and CRM efficiency and effectiveness

• Close out each day with the knowledge that you’ve made something better

What makes you a good fit

• 2+ years of progressive customer support leadership experience, including direct people management and ownership of operational KPIs

• Prior B2B field service maintenance and repair experience is a plus

• 2+ years proven effectiveness at leading Support teams responsible for hardware, software and cloud products. Prior experience with UAS, robotics, and/or Internet of Things (IoT) products is a plus

• A passion for driving successful customer outcomes in every engagement

• Thrive on coaching and mentoring team members to achieve their best, and to align their work responsibilities to skills and capabilities

• Empathy, motivation and ability to engage directly with customers to understand a situation and drive to a resolution–”be able to jump in and work a case”

• Have confidence to move quickly, have introspection to absorb the wisdom of others

• Self-directing, able to work effectively in times of stability as well as rapid change

• Being an inquisitive and efficient learner in a sea on rapid change, be willing to take on new challenges and figure it out on the fly

• Lead by example, be willing to help out with whatever is needed to get a customer situation resolved

• 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, which means using an analytical mindset to guide actions, and being able to create analytical tools to inform decisions

• Obtaining FAA Part 107 certification within the first 60 days of employment is strongly encouraged for all the company employees and required for certain positions

• Willingness to work extended hours, weekends, holidays and on-call support as needed

Compensation: At the company, our compensation packages for full-time employees include competitive base salaries, equity in the form of stock options, comprehensive benefits, and various incentives and stipends. Compensation will vary based on factors, including skill level, proficiencies, transferable knowledge, and experience. Relocation assistance may also be provided for eligible roles. The annual base salary range for this position is $100,000 - $130,000. Fundamentally, we believe that equity is the key to long-term financial growth, and we ensure all full-time employees have the opportunity to significantly benefit from the company’s success.

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At the company we believe that diversity drives innovation. We have created a multidisciplinary environment that embraces the power of diverse perspectives to create elegant solutions for complex problems. We are committed to growing our network of people, programs, and resources to nurture an inclusive culture.

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or other characteristics protected by federal, state or local anti-discrimination laws.

For positions located in the United States of America, the company, Inc. uses E-Verify to confirm employment eligibility. To learn more about E-Verify, including your rights and responsibilities, please visit [link for members]