[Hiring] Technical Support Manager @Skydio

Role Description

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. The team’s goal is high first-contact resolution 20/7, which is critical to minimizing operational disruption and delivering great customer experiences.

• 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
• Continuously improve processes and policies to enhance customer experience, team engagement, and operational efficiency
• Collaborate with the Skydio Mission Success Center of Excellence team to shape team training, quality management, and CRM efficiency and effectiveness
• Gain first-hand product knowledge from frequent use of Skydio products sufficient to engage in meaningful customer interactions and 1:1 conversations
• Close out each day with the knowledge that you’ve made something better

Qualifications

• 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
• Empathy, motivation and ability to engage directly with customers to understand a situation and drive to a resolution
• 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, using an analytical mindset to guide actions

Requirements

• Willingness to work extended hours, weekends, holidays and on-call support as needed
• Self-directing, able to work effectively in times of stability as well as rapid change
• Being an inquisitive and efficient learner in a sea of rapid change
• Lead by example, be willing to help out with whatever is needed to get a customer situation resolved

Benefits

• Competitive base salaries
• Equity in the form of options
• Comprehensive benefits
• Various incentives and stipends
• Relocation assistance may also be provided for eligible roles

Company Description

At Skydio, we believe that diversity drives innovation. We have created a multidisciplinary environment that embraces the power of diverse perspectives to create elegant solutions for complex problems. We are committed to growing our network of people, programs, and resources to nurture an inclusive culture.