Location: This is a hybrid role based at our Corporate Headquarters in Wilmington, MA, with three days onsite per week. Candidates must be local to the area. Relocation assistance is not available.
Work Authorization: Open to candidates who are eligible to work in the United States. Locus does not sponsor new initial H-1B lottery filings.
Standard schedule: Monday through Friday, 8:00 a.m. to 5:00 p.m. ET, with flexibility to support critical incidents outside of regular business hours as needed.
Responsibilities
Lead, coach, and develop the RSS Team, establishing clear expectations, accountability, and development plans.
Own daily support operations and SLA performance, aligning team priorities and resources with customer needs.
Lead critical incident response and escalation management, driving cross-functional coordination, communication, timely resolution, and follow-through.
Set priorities for operational excellence, automation, and continuous improvement to strengthen service quality and scale support delivery.
Lead and contribute to cross-functional projects and key initiatives, driving execution against agreed priorities, timelines, and outcomes
Partner with Engineering, Customer Success Management, Field Services and other internal stakeholders to address recurring issues and improve the customer support experience.
Use support metrics to guide operational decisions, workforce planning, and capacity requirements
- Establish case ownership and follow-up standards, lead Salesforce dashboard reviews.
- Maintain and develop troubleshooting and customer communication playbooks.
Qualifications
5+ years of experience leading technical support teams for integrated hardware and software solutions.
Proven experience leading high-priority customer escalations and major incident (P1) response, including cross-functional coordination, communication, and recovery.
Exceptional communication and leadership skills, with the ability to navigate complex technical challenges and drive positive customer outcomes.
Proven ability to develop team leads and technical specialists, set clear performance expectations, and drive performance improvement.
Flexibility to support a 24/7 operational environment as critical incidents and team handoffs require.
Excellent written and verbal English communication skills, with the ability to clearly explain technical concepts, issues, and tradeoffs to both technical and non-technical audiences.
The expected base salary range for this role is USD $100,000 - $200,000 annually, based on external market data, plus bonus and equity. Actual offers will depend on factors such as the candidate’s experience, education, training, key or critical skills, geographic location, and current market and business conditions
Additional Information
Locus Robotics is an equal opportunity employer.
Application Fraud Detection Notice: To help maintain a fair and secure hiring process, Locus Robotics may use AI-assisted and other automated tools to detect suspected fraud, misrepresentation, or misuse of the application process. Hiring decisions are not made solely by automated means unless otherwise disclosed where required by law.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
