Customer Support Manager
Skydio is the leading US drone manufacturer and world leader in autonomous flight, the key technology for the future of drones and aerial transportation. The Skydio team combines deep expertise in artificial intelligence, best-in-class hardware and software product development, and operational excellence to empower a broader, more diverse audience of drone users - from action sports enthusiasts to first responders.
About the team:
Our support team provides best-in-class service and support to our growing Consumer, Enterprise, and Government customer base while exceeding our service level agreements. We’re highly focused on customer retention and loyalty, and we work hard to build systems and structures to reduce costs related to process inefficiencies.
About the role:
We’re looking for a motivational team leader who is passionate about team-building and using actionable data to optimize our best-in-class support experience. Reporting to the Head of Support, this role will stay closely aligned to company goals and deliverables, emphasizing the measurement of your team’s performance and the creation of efficient processes to help set them up for success.
How you’ll make an impact:
- Define and measure key performance metrics with our Tier 1 customer support representatives to drive agent quality, customer satisfaction, and retention.
- Know Skydio product offerings and roadmap inside and out, working cross-functionally to seek clarity on areas of confusion that are of interest to our customers.
- Work cross-functionally with Training, Success, and Product teams to identify areas of improvement that will drive down overall ticket volume.
- Provide a productive and motivating working environment for your team, keeping them accountable and removing any roadblocks.
- Address sensitive escalations from customers or clients using top-tier mediation skills.
- Build and deploy support processes and tools that improve and enhance the customer experience, maximizing internal efficiency and keeping our customer base engaged.
- Developing and deploying plans to remotely manage a globally distributed workforce across multiple timezones.
What makes you a good fit:
- A self-starter with impeccable verbal and written communication skills, obsessive attention to detail, and the ability to manage your time effectively.
- A calm and unflappable leader under pressure with a strong motivation to meet team objectives.
- Willing to work a flexible schedule (weekend and/or evening hours potentially required).
- You have 3-5 years of experience with management practices and techniques.
- Experience supporting Enterprise and Government Customers
- Experience support hardware and software products
- You have experience working cross-functionally across technical, ops, and GTM teams.
- You have experience working with Zendesk customer service software (Zendesk Agent or Admin certification and a basic understanding of Zendesk reporting and analytics is a plus).
- You have experience with Atlassian Jira, Netsuite, or Salesforce (Salesforce Service Cloud certification or training a plus).
- Experience with common dashboarding and reporting tools like Tableau is a plus.
#LI-TN1
At Skydio we believe that diversity drives innovation. We have created a multi-disciplinary environment that embraces the power of diverse perspectives to create elegant solutions for complex problems. We are committed to growing our network of people, programs, and resources to nurture an inclusive culture.
As such, we do not make hiring or other employment-related decisions on the basis of an applicant or employee’s race, color, ethnicity, national origin, citizenship, sex (including pregnancy, childbirth, breastfeeding and related medical conditions), pregnancy, gender, gender identity or expression, age, religion, disability status, sexual orientation, marital status, medical condition, generic information or characteristics, veteran, military or family status, or other classifications protected by applicable federal, state or local anti-discrimination laws.
For positions located in the United States of America, our company Skydio, Inc. uses E-Verify to confirm employment eligibility. To learn more about E-Verify, including your rights and responsibilities, please visit https://www.e-verify.gov/