Manager, Technical Support

Responsibilities

• 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 Skydio Brand by coaching a team that creates and delivers low-effort customer support experiences
• Directly contribute to imagining and evolving what Skydio 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 Skydio products sufficient to engage in meaningful customer interactions and 1:1 conversations
• Collaborate with the Skydio Mission Success Center of Excellence team to shape team training, quality management, and CRM efficiency and effectiveness

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
• Prior B2B field service maintenance and repair experience is a plus
• Prior experience with UAS, robotics, and/or Internet of Things (IoT) products is a plus
• 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"
• 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
• Inquisitive and efficient learner in a sea of 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
• Willingness to work extended hours, weekends, holidays and on-call support as needed

Compensation

• Annual base salary range: $100,000 - $130,000
• Equity in the form of options
• Comprehensive benefits
• Various incentives and stipends
• Relocation assistance may be provided for eligible roles