Manager, Technical Support
New
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SkydioDrone Technology
US Remote, 9am ET - 5pm ET or 2pm PT - 11pm PTFull-TimeManager
Salary$100,000 - $130,000
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Job Details
- Experience
- 2+ years of progressive customer support leadership experience
- Required Skills
- Data AnalysisJiraDatabricksTechnical support
Requirements
- 2+ years of progressive customer support leadership experience, including direct people management and ownership of operational KPIs
- 2+ years proven effectiveness at leading Support teams responsible for hardware, software and cloud products
- Deep experience and appreciation for CRM and related tools, including Salesforce Service Cloud, Jira, Databricks or equivalents
- Analytical mindset with the ability to create tools to inform decisions
- Applied AI experience with an understanding of its practical application in support
- Ability to work extended hours, weekends, holidays, and on-call support as needed
- Self-directing with the ability to navigate rapid change and stability
- Willingness to learn and use Skydio drone products for technical knowledge
Responsibilities
- Guide daily customer interactions to successful resolutions
- Own operational customer satisfaction, productivity and customer support representative engagement and growth
- Coach team members to create and deliver low-effort customer support experiences
- Continuously improve processes and policies to enhance customer experience, team engagement, and operational efficiency
- Collaborate with internal teams to shape training, quality management, and CRM effectiveness
- Engage directly with customers to understand situations and drive complex resolutions
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