Manager, Technical Support

Skydio

6d•$100,000 - $130,000•Remote

About The Position

Skydio is seeking an experienced B2B customer support operational leader who has successfully coached and developed remote teams responsible for assisting customers with complex product and operational usage issues. Product scope encompasses drones, docks, attachments & accessories, as well as Drone as First Responder (DFR), flight control software, and the Skydio Cloud and integrations. The team’s goal is high first-contact resolution 20/7, which is critical to minimizing operational disruption and delivering great customer experiences. The team collaborates closely with other Support teams responsible for back office functions (e.g., field service repair & maintenance, logistics, license provisioning) and Field Service Representatives (e.g., customer-specific use case optimization). Customers range across large fleet operations to single drone use, and in UAS program maturity from beginners to sophisticated and mature operations. Using technology from Salesforce Service Cloud to sophisticated IoT telemetry and log analysis tools to AI LLMs, this team prides itself on quickly reaching fact-based resolutions to complex product issues. Team success is measured by KPIs such as CSAT, First Contact Resolution, team development and productivity, and most importantly by customer experience and product engagement.

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.
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
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.

Nice To Haves

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.

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 creats 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