- 2+ years of progressive customer support leadership experience, including direct people management and ownership of operational KPIs
- Prior B2B field service maintenance and repair experience is a plus
- 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 customer outcomes in every engagement
- Thrive on coaching and mentoring team members to achieve their best, and to align their work responsibilities to skills and capabilities
- Empathy, motivation and ability to engage directly with customers to understand a situation and drive to a resolution–”be able to jump in and work a case”
- 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
- 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
- Deep experience and appreciation for CRM and related tools, including Salesforce Service Cloud, Jira, Databricks or equivalents
- Applied AI experience, anchored to an understanding of AI technology and its practical application in customer support scenarios
- Data-driven, which means using an analytical mindset to guide actions, and being able to create analytical tools to inform decisions
- Obtaining FAA Part 107 certification within the first 60 days of employment is strongly encouraged for all Skydio employees and required for certain positions
- Willingness to work extended hours, weekends, holidays and on-call support as needed
Compensation: At Skydio, our compensation packages for full-time employees include competitive base salaries, equity in the form of stock options, comprehensive benefits, and various incentives and stipends. 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 $100,000 - $130,000.
Fundamentally, we believe that equity is the key to long-term financial growth, and we ensure all full-time employees have the opportunity to significantly benefit from the company’s success.
At Skydio we believe that diversity drives innovation. We have created a multidisciplinary 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.