Manager, Technical Support National Security

This role leads two functional teams within Skydio's National Security Customer Support organization: Technical Customer Support Representatives (TCSR) who handle inbound customer cases and Field Support Representatives (FSR) who engage onsite with defense and federal government customers. The manager is responsible for operational customer satisfaction, team productivity, and continuous process improvement, while collaborating with cross-functional teams to deliver technical support for Skydio drones and BVLOS operations. The role focuses on coaching and developing remote teams to achieve high first-contact resolution and mission readiness.

Responsibilities

• Guide daily customer interactions to successful resolutions that enhance mission effectiveness and reduce operational risk
• Own operational customer satisfaction and team productivity, engagement and growth to optimize outcomes
• Directly contribute to building a strong, positive Skydio Brand by coaching a team that creates and delivers low-effort customer support experiences both remotely and in-person
• Directly contribute to imagining and evolving what Skydio Support is as the company, its products, the UAS industry, and customers rapidly evolve and mature to meet the unique needs of national security agencies committed to protecting freedom
• 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 both internally and externally
• 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

Requirements

• 5+ years of customer support leadership experience, including direct people management and ownership of operational KPIs
• 5+ years of defense / federal government work experience in a discipline relevant to UAS (e.g., UAS operations, maintenance, reconnaissance, etc.)
• 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 up range and down range operator outcomes in every engagement
• Thrive on coaching and mentoring team members with decades of professional experience to achieve their best, and to align their work responsibilities to skills and capabilities
• Empathy, motivation and ability to engage directly with defense/government customers in language and actions that build confidence and trust a situation and drive to a resolution–”be able to jump in and work a case”
• Maintain directional perspective in the face of uncertainty, 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 spanning a theater of operation to evolving product capabilities
• 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
• Data-driven, which means using an analytical mindset to guide actions, and being able to create analytical tools to inform decisions is a must
• Willingness to work extended hours, weekends, holidays and on-call support when the mission demands it, which is infrequent

Nice to have

• Experience and appreciation for Customer Relationship Management (CRM) and related tools, including Salesforce Service Cloud, Jira, Databricks or equivalents is a plus
• Applied AI experience, anchored to an understanding of AI technology and its practical application in customer support scenarios is a plus

Benefits

• Compensation: At Skydio, our compensation packages for regular, full-time employees include competitive base salaries, equity in the form of stock options, and comprehensive benefits packages. 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 $115,000 - $140,000*. Fundamentally, we believe that equity is the key to long-term financial growth, and we ensure all regular, full-time employees have the opportunity to significantly benefit from the company's success. Regular, full-time employees are eligible to enroll in the Company’s group health insurance plans. Regular, full-time employees are eligible to receive the following benefits: Paid vacation time, sick leave, holiday pay and 401K savings plan. This position and all associated benefits are subject to applicable federal, state, and local laws, as well as the Company’s policies and eligibility criteria.