Manager, Technical Support

Job Description:

• Guide daily customer interactions to successful resolutions
• Own operational customer satisfaction, productivity, and CSR engagement and growth
• Coach a team to deliver low-effort customer support experiences and strengthen the Skydio brand
• Help evolve Skydio Support as the company, products, UAS industry, and customers develop
• Continuously improve processes and policies to enhance customer experience, team engagement, and operational efficiency
• Gain product knowledge through frequent use of Skydio products and engage in customer interactions and 1:1 conversations
• Collaborate with the Mission Success Center of Excellence team on training, quality management, and CRM efficiency
• Lead customer support for drones, docks, attachments, accessories, DFR, flight control software, Skydio Cloud, and integrations
• Drive fact-based resolutions using Salesforce Service Cloud, IoT telemetry, log analysis tools, and AI LLMs
• Support team performance against CSAT, First Contact Resolution, development, and productivity KPIs

Requirements:

• 2+ years of progressive customer support leadership experience, including direct people management and ownership of operational KPIs
• 2+ years of proven effectiveness leading support teams for hardware, software, and cloud products
• Prior B2B field service maintenance and repair experience is a plus
• Prior experience with UAS, robotics, and/or IoT products is a plus
• Passion for driving successful customer outcomes
• Ability to coach and mentor team members
• Ability to engage directly with customers, understand situations, and drive resolutions
• Confidence to move quickly and learn from others
• Self-directing and able to work effectively during stability and rapid change
• Willingness to take on new challenges and solve problems independently
• Lead by example and help resolve customer situations as needed
• Deep experience with CRM and related tools, including Salesforce Service Cloud, Jira, Databricks, or equivalents
• Applied AI experience and understanding of AI technology and its practical application in customer support
• Analytical mindset and ability to create analytical tools to inform decisions
• Willingness to work extended hours, weekends, holidays, and on-call support as needed
• East/West Coast location eligibility
• Availability for shifts covering either 9am ET–5pm ET or 2pm PT–11pm PT

Benefits:

• Competitive base salary
• Equity in the form of options
• Comprehensive benefits
• Various incentives and stipends
• Relocation assistance may be provided for eligible roles
• Opportunity for full-time employees to benefit from the company’s success
• Inclusive culture and multidisciplinary environment