Customer Success Specialist

Unusual Machines•Orlando, FL

11d

About The Position

As a Customer Success Specialist at Unusual Machines, you will serve as a key connection point between our customers and our brands—supporting both consumer enthusiasts and enterprise partners across Rotor Riot, Fat Shark, and our broader ecosystem. You’ll operate at the intersection of customer support, technical troubleshooting, and relationship management, ensuring every interaction delivers a high-quality, solutions-oriented experience. This role is ideal for someone who is both technically curious and customer-focused—someone who enjoys solving problems, building relationships, and working hands-on with FPV drone technology. You’re just as comfortable helping a hobbyist troubleshoot their setup as you are supporting an enterprise partner with urgency and professionalism. You’ll play a critical role in shaping the customer experience, improving internal processes, and identifying opportunities to strengthen long-term customer relationships in a fast-paced, high-growth environment.

Requirements

2+ years of experience in customer success, customer support, or account management
Strong interest in or hands-on experience with FPV drones, UAVs, or consumer electronics
Ability to troubleshoot technical issues and clearly communicate solutions
Excellent written and verbal communication skills
Strong organizational skills and ability to manage multiple priorities
Customer-first mindset with a focus on long-term relationship building
Ability to operate in a fast-paced, dynamic environment
You’re both technically curious and customer-obsessed
You enjoy solving problems and helping people succeed
You can seamlessly switch between consumer support and enterprise-level interactions
You think beyond transactions and focus on building lasting relationships
You’re proactive, resourceful, and comfortable figuring things out in real time

Nice To Haves

Hands-on experience with FPV drone systems, components, or builds
Familiarity with firmware such as Betaflight, INAV, or ArduPilot
Understanding of radio and video systems (ELRS, Crossfire, analog/digital FPV)
Experience supporting both B2C and B2B / enterprise customers
Experience with ERP and e-commerce tools (NetSuite, Shopify, or similar)
Ability to manage high-volume orders, inventory visibility, and logistics workflows
Experience identifying upsell and cross-sell opportunities within customer accounts
Data-driven mindset with interest in improving processes and customer experience

Responsibilities

Responding to customer inquiries across email, chat, and support platforms
Troubleshooting FPV drone, headset, and component issues for customers of varying skill levels
Managing order-related questions including shipping updates, returns, and warranties
Supporting enterprise customers with timely, high-touch service and proactive communication
Processing returns, exchanges, and replacements while minimizing customer downtime
Working in NetSuite and Shopify to review orders, inventory, and fulfillment status
Partnering with Account Managers to identify upsell or cross-sell opportunities
Collaborating with operations, product, and engineering to resolve complex issues
Documenting customer interactions and identifying recurring trends or product feedback
Contributing to knowledge base articles and internal support documentation
Provide high-quality, timely customer support across multiple channels
Troubleshoot and resolve technical issues related to FPV drones and related systems
Manage order inquiries including shipping, returns, warranties, and product questions
Handle complex returns and logistics for high-volume and enterprise customers
Support enterprise accounts with a relationship-first, proactive approach
Partner with Account Managers to identify growth opportunities within existing accounts
Utilize NetSuite and Shopify to manage orders, inventory visibility, and workflows
Collaborate cross-functionally to resolve issues and improve the customer experience
Maintain accurate records of customer interactions and support activity
Identify trends, recurring issues, and opportunities for product or process improvement
Contribute to support documentation, FAQs, and knowledge base content
Act as the voice of the customer by sharing feedback and insights internally