Senior Customer Support Manager, Robotics

Locus Robotics•Wilmington, MA

2d•Hybrid

About The Position

Locus Robotics is hiring a Senior Customer Support Manager to provide strategic and operational leadership for its Robotics Support Specialists (RSS) team. The role sets direction, priorities, and standards for technical customer support, develops a high-performing team, manages complex customer escalations and incidents, and drives service quality and operational performance. The manager will strengthen the processes and capabilities needed to scale support delivery and help shape the customer support strategy and experience as the company grows. This is a hybrid role based at the Corporate Headquarters in Wilmington, Massachusetts, with three days onsite per week. Candidates must be local to the area; relocation assistance is not available. The standard schedule is Monday through Friday, 8:00 a.m. to 5:00 p.m. ET, with flexibility to support critical incidents outside regular business hours as needed. Candidates must be eligible to work in the United States. Locus Robotics does not sponsor new initial H-1B lottery filings.

Requirements

At least 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, including the ability to explain technical concepts, issues, and tradeoffs clearly to technical and non-technical audiences.
Must be local to the Wilmington, Massachusetts area.
Must be eligible to work in the United States.

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, and lead Salesforce dashboard reviews.
Maintain and develop troubleshooting and customer communication playbooks.