The Role
Lead and develop a global support team, managing operations, improving customer experience, and leveraging AI for support modernization.
Summary Generated by Built In
About DroneDeploy
DroneDeploy powers field teams with robotics and AI. As the only reality capture platform that combines robotic automation, AI agents, and a truly unified system, DroneDeploy allows critical industries to operate with speed and confidence.
From construction and energy to agriculture, the world’s largest companies use DroneDeploy to simplify field operations, improve safety, and make smarter decisions, faster. By combining aerial drones, 360 and fixed cameras, ground robots and proprietary AI, we’re bringing the power of automation and visual intelligence to all stakeholders, from the field to the boardroom.
At DroneDeploy, we thrive in a mostly remote-first culture rooted in innovation and impact. We’ve been recognized as a Best Place to Work in the SF Bay Area and named one of America’s Great Places to Work—but what truly sets us apart is the experience you gain: solving real-world challenges with cutting-edge technology, surrounded by teammates who are as passionate as they are supportive. Our team is bold, mission-driven, and building something that matters. We foster a culture where a variety of perspectives drive smart decisions, and where growth—both personal and professional—is part of the journey. Whether it’s flexible schedules, family-friendly benefits, or our strong track record of internal promotions, we invest in people as much as we do in product. If you’re looking to be part of something ambitious, authentic, and transformative, you’ll find your place at DroneDeploy.
Role Summary
We’re hiring a Manager of Product Support to lead day‑to‑day operations for our frontline Support organization; owning performance, coaching, ticket quality, and queue health. You’ll report to the Senior Director of Product Support and help modernize Support through AI‑powered deflection and assist, expanded support channels, and an enterprise‑ready service experience. We welcome candidates who share our values of growth mindset, collaboration, caring, and commitment, even if you don’t check every box. Tell us what makes you unique and how you’ll help us grow.
Work Environment
> Work model: Remote, collaborating across time zones on a global team.
> Work hours: Monday–Friday within U.S. business hours, with flexibility for cross‑regional partnership.
> Travel: Occasional domestic travel for company events, training, and team working sessions.
Responsibilities:
- Lead, coach, and develop our high‑performing, global support team. Set clear goals, run regular 1:1s, deliver actionable feedback, and promote internal career mobility.
- Own daily operations: workforce management, queue health, SLA attainment, frontline escalations, and real‑time decisions that keep customers moving.
- Raise ticket quality and customer experience via a consistent QA program, enablement, and team‑wide knowledge‑sharing.
- Drive knowledge excellence: oversee expansion and maintenance of internal and external documentation; empower self‑service with reusable, high‑quality content.
- Own end-to-end Support analytics; build and automate dashboards/scorecards, forecast capacity, and KPI management.
- Partner across Product, Engineering, and CS to evaluate customer trends using AI tools, turning insights into actionable improvements.
- Help modernize Support: evaluate and pilot AI deflection/assist, messaging‑based support (e.g., Slack/SMS), and a multimedia Help Center.
- Participate in incident response and limited on‑call; ensure post‑incident learning feeds product and process improvements.
What Success Looks Like:
- Maintaining consistent performance across all KPIs (CSAT, SLA, RWT, Quality scores).
- Achievement of personal and team level quarterly OKRs.
- Delivered milestones on the Support project roadmap (AI deflection/assist, channel pilots, tiered services) with visible impact on customer experience and team efficiency.
- Maintaining our excellent Employee Engagement scores with low turnover.
Requirements:
- 2+ years of people management in B2B SaaS Support, with a strong track record of performance management and raising the bar on outcomes; 5+ years overall in technical/product support or adjacent customer‑facing roles.
- Strong commitment to nurturing diverse, engaged teams through bias‑aware hiring, active mentorship/coaching, and transparent performance practices.
- Demonstrated ability to lead through change.
- Proven ownership of frontline operations (WFM, queue/SLA, escalations) and a consistent quality program.
- Strong cross‑functional leadership with Product, Engineering, and Go-to-Market teams
- Excellent written and verbal communication and de‑escalation skills.
- Experience working with modern, AI driven support tooling.
- Proficient in intermediate SQL for analyzing support data.
- Experience using BI visualization tools (e.g., Tableau, Power BI, Looker, Zendesk Explore) to translate data insights into actionable reports.
#LI-Remote
Employee Offerings & Benefits
(Benefits may vary by location and role)
These are just some of the perks you'll enjoy—there's more to discover once you join us!
Culture of Innovation & Collaboration – Thrive in an environment that values creativity and teamwork.
Drone Certification – Get certified and gain unique, hands-on skills with our full backing.
Flexible Work Arrangements – Enjoy autonomy with remote-first options and schedule flexibility.
Paid Family Leave – Take the time you need to support your family during life’s most important moments.
Comprehensive Healthcare Coverage – Plans designed to support your well-being.
Career & Growth Development – Build new skills and unlock opportunities through continuous learning.
Flexible PTO – Take time off when you need it to recharge—we trust you to manage your time well.
Employee Referral Bonus – Know someone great? Refer them and earn a bonus when they join our team.
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DroneDeploy is an equal opportunity employer.
All DroneDeploy employees are responsible for protecting the company and customer data by following information security policies and procedures.
Please refer to our Recruitment Privacy Notice for information about privacy during the recruiting process.
Top Skills
Ai Tools
BigQuery
Looker
Tableau
Zendesk
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The Company
What We Do
Trusted by leading brands globally, DroneDeploy is transforming the way businesses leverage drones and aerial data across industries, including agriculture, construction, mining, inspection and surveying. Simple by design, DroneDeploy enables professional-grade imagery and analysis, 3D modeling and more from any drone on any device.
