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Skydio is seeking an experienced B2B customer support operations leader to manage a remote team providing 24/7 technical assistance to customers operating autonomous drones for defense, public safety, utility inspection, and enterprise applications. The role encompasses coaching and developing remote support representatives responsible for resolving complex product and operational issues across Skydio's hardware (drones, docks, attachments), software (flight control, Drone as First Responder platform), and cloud services.
You will own operational customer satisfaction metrics (CSAT, First Contact Resolution), team productivity, and representative engagement and growth. The team uses Salesforce Service Cloud, IoT telemetry analysis, and AI/LLM tools to achieve high first-contact resolution rates and minimize customer operational disruption. You'll collaborate with Solution Engineering, Deployment Engineering, Customer Success, and Field Service teams to accelerate customer time-to-value and support expanded drone operations across diverse use cases—from single-drone operators to large fleet operations at varying maturity levels.
Key responsibilities include guiding daily customer interactions to resolution, coaching team members to deliver low-effort support experiences, continuously improving processes and policies, gaining hands-on product knowledge through frequent Skydio product use, and shaping team training and quality management alongside the Mission Success Center of Excellence. You'll work East or West Coast shifts (9am–5pm ET or 2pm–11pm PT), with flexibility for weekend and holiday coverage as needed.
Ideal candidates bring 2+ years of progressive customer support leadership with direct people management and operational KPI ownership. Prior B2B field service, hardware/software/cloud product support, or UAS/robotics/IoT experience is valued. You're data-driven, empathetic, and comfortable jumping into customer cases yourself. You have deep CRM expertise (Salesforce Service Cloud, Jira, Databricks), applied AI knowledge, and the ability to thrive in rapid change. You're self-directing, willing to work extended hours and on-call support, and lead by example.
About Skydio
Defense / GovTech; Industrial — autonomous drones for defense, public safety, and enterprise.
