Location: East/West Coast, open to shifts that may cover weekends/holidays. 9am ET - 5pm ET or 2pm PT - 11pm PT
How you’ll make an impact
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
Close out each day with the knowledge that you’ve made something better
What makes you a good fit
2+ years of progressive customer support leadership experience, including direct people management and ownership of operational KPIs
Prior B2B field service maintenance and repair experience is a plus
2+ years proven effectiveness at leading Support teams responsible for hardware, software and cloud products. Prior experience with UAS, robotics, and/or Internet of Things (IoT) products is a plus
A 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”
Have 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
Being an inquisitive and efficient learner in a sea on 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
