SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Skydio is seeking an experienced customer support and field operations leader to manage two functional teams: Technical Customer Support Representatives (TCSR) handling inbound customer cases, and Field Support Representatives (FSR) providing onsite customer engagement. The role oversees support for all Skydio products including Blue UAS/NDAA drones, docks, attachments, and OnPrem/Cloud BVLOS flight control software serving defense and federal government customers.
You will own operational customer satisfaction, team productivity, engagement, and growth while optimizing KPIs including CSAT, First Contact Resolution, and team development. The team uses Salesforce Service Cloud, IoT telemetry analysis, and AI tools to deliver fact-based resolutions to complex product issues. You'll collaborate closely with Solution Engineers, Program Management, Product, Engineering, and cross-functional teams to ensure national security and defense customers maximize value from Skydio UAS solutions.
Key responsibilities include guiding daily customer interactions to successful resolutions, coaching team members to create low-effort support experiences, continuously improving processes and policies, gaining hands-on product knowledge through frequent Skydio product use, and contributing to the evolution of Skydio's support capabilities as the company and UAS industry mature. You'll work with a globally deployed team focused on technical support, in-field product enablement, and mission-readiness services.
Required qualifications: 5+ years of customer support leadership with direct people management and operational KPI ownership; 5+ years of defense/federal government experience in UAS-relevant disciplines (operations, maintenance, reconnaissance); 2+ years leading support teams for hardware, software, and cloud products. Prior UAS, robotics, or IoT experience is valued. You must demonstrate empathy and ability to engage directly with defense/government customers, coach experienced team members, maintain perspective under uncertainty, and thrive in rapidly changing environments. Self-directed, inquisitive, and willing to jump in and work cases alongside the team.
About Skydio
Defense / GovTech; Industrial — autonomous drones for defense, public safety, and enterprise.
