Manager, Technical Support
New
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SkydioDrone Technology
East/West Coast, 9am ET - 5pm ET or 2pm PT - 11pm PT, may cover weekends/holidaysFull-TimeManager
Salary$100,000 - $130,000
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Job Details
- Experience
- 2+ years of progressive customer support leadership experience
- Required Skills
- Artificial IntelligenceData AnalysisIoTPeople ManagementJiraDatabricks
Requirements
- 2+ years of progressive customer support leadership experience, including direct people management.
- 2+ years of experience leading support teams for hardware, software, and cloud products.
- Ownership and management of operational KPIs.
- Deep experience with CRM tools, specifically Salesforce Service Cloud, Jira, or Databricks.
- Applied AI experience and practical knowledge of AI in support scenarios.
- Strong analytical mindset with the ability to create analytical tools to inform decisions.
- Willingness to work extended hours, weekends, holidays, and on-call as needed.
- B2B field service, maintenance, and repair experience is a plus.
- Prior experience with UAS, robotics, or IoT products is a plus.
Responsibilities
- Guide daily customer interactions to successful resolutions.
- Own operational customer satisfaction, productivity and customer support representative engagement and growth.
- Coach the team to create and deliver low-effort customer support experiences.
- Evolve Skydio Support processes and policies to enhance customer experience and operational efficiency.
- Engage with Skydio products to maintain sufficient knowledge for meaningful customer interactions.
- Collaborate with the Mission Success Center of Excellence to shape training, quality management, and CRM effectiveness.
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