Support Manager, Sonny Team
About The Position
The Support Manager, Sonny Team leads daily support for the Sonny robot platform, including the people, shifts, and quality of every ticket. The role reports to the Head of Robot Operations and Reliability, leads the Sonny operator and support team, and directs outside support agents assigned to Sonny. This position helps build the support approach for a remotely operated robot deployed in customer facilities, rather than inheriting an established playbook. Responsibilities include closing coverage gaps before they become problems, ensuring hardware issues reach maintenance with actionable details, and producing a weekly report on team and platform performance. The work directly affects customer production floors. The role is based in the Watertown, Massachusetts office, on a primary day shift, with flexibility to cover gaps when needed.
Requirements
- At least 3 years of experience in technical support, operations, or a similar fast-paced technical environment.
- At least 1 year of formal or informal team or shift leadership experience.
- A track record of coaching people and helping them improve.
- Comfort using ticketing systems, schedules, and operational data in spreadsheets.
- Clear, calm communication with operators, engineers, and leadership.
- Ability to learn new software and AI tools quickly.
- Ability to work in the Watertown, Massachusetts office on a primary day shift, with flexibility to cover gaps when needed.
Nice To Haves
- Experience in robotics, automation, remote operations, manufacturing, or logistics.
- Experience building a schedule, process, or training program that a team continues to use.
- Experience running support for an early-stage product while its processes and rules were still being developed.
Responsibilities
- Lead the Sonny operator and support team.
- Direct outside support agents assigned to the Sonny platform.
- Own daily support for the Sonny platform, including staffing, shifts, and ticket quality.
- Close coverage gaps before they become problems.
- Ensure hardware issues are escalated to maintenance with the details needed to act.
- Produce weekly reports on team and platform performance.
- Coach team members and help them improve.
- Build and shape support processes for the Sonny platform.
Benefits
- Fully employer-covered health insurance.
- A managed 401(k).
- Unlimited PTO and federal holidays off for full-time salaried employees.
- For hourly employees, 16 or more days of accrued paid time off and 1.5x pay on federal holidays.
- Regular in-office meals and team social events throughout the year.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
