Senior Manager, Customer Support

About the team:

The Skydio Customer Support team provides assistance to customers flying the world’s most autonomous sUAS on challenging missions to keep people and infrastructure safe 24/7. We work closely with Skydio Solution and Deployment Engineer teams to accelerate new customer time-to-value, and Customer Success Managers and Field Service Representatives to aid customers with expanded operational use of drone technology. This is an exciting opportunity to be part of a team leading the creation and deployment of next-generation Beyond Visual Line of Sight (BVLOS) drone operations in Public Safety, Defense, Utility/Infrastructure Inspection, and other industries.

About the role:

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 issues. Product scope includes all online drones, including the industry-leading X10 product line, docks, Drone as First Responder (DFR) and other flight control software, and the Skydio Cloud. The Frontline Team’s goal is high first-contact resolution, 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., warranty, logistics, license provisioning) and Advanced Support (e.g., incident investigation, deep troubleshooting).  Customers range across large fleet operations to single drone use, and in UAS program maturity from beginners to highly developed. From Salesforce Service Cloud to sophisticated IoT telemetry and log analysis tools, 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.   

Location: This is an office-based position that requires at least 3 days/week onsite at Skydio HQ in San Mateo, CA. We offer relocation assistance if needed.

How you’ll make an impact:

• 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 creating and delivering 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 Center of Excellence team to shape team training, quality management, and CRM efficiency and effectiveness
• Close each day with the knowledge that you’ve made something better

 What makes you a good fit:

• 5+ years of progressive customer support leadership experience, including direct people management and ownership of operational KPIs
• 2+ years of experience in the UAS related roles, or prior career experience in public safety, utility, or infrastructure inspection
• Prior B2B field service experience is a plus
• Proven effectiveness at leading Support teams responsible for hardware, software and cloud products.  Prior experience with Internet of Things (IoT) technology stakes is a plus.
• 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 and motivation and ability to engage directly with customers to understand a situation and coach the team to a resolution
• Confidence to move quickly, 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, 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, Tableau/Databricks or equivalents
• Data-driven, which means using an analytical mindset to guide actions, and being able to create analytical tools to inform decisions

Compensation: At Skydio, our compensation packages for full-time employees include competitive base salaries, equity in the form of options, comprehensive benefits, and various incentives and stipends. Compensation will vary based on factors, including skill level, proficiencies, transferable knowledge, and experience. Relocation assistance may also be provided for eligible roles. The annual base salary range for this position is $125,000 - $160,000 (dependent on final leveling). Fundamentally, we believe that equity is the key to long-term financial growth, and we ensure all full-time employees have the opportunity to significantly benefit from the company’s success.

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