Customer Service Tech Lead

Jobtailor; Petaluma (CA); On-site; USD 120,000 - 170,000; Full time

Job summary

Jobtailor in Petaluma, CA seeks a Customer Service Technician Lead to optimize procedures, troubleshoot complex issues, and guide clients on best practices. The role interfaces with product and engineering teams to resolve problems and ensures metrics for response time and customer satisfaction are met.

The ideal candidate brings 7+ years in tech support, bilingual English/Spanish, ERP and MS Office proficiency, and willingness to travel internationally up to 60%.

Qualifications

• Bachelor’s degree or equivalent combination of education and experience.
• 7+ years of related experience in customer support or technical support, preferably with UAS or related aerospace/defense technologies.
• Bilingual fluency in English and Spanish (written and verbal).
• Willingness to travel internationally up to 60% of the time.
• Strong proficiency with Microsoft Office Suite.
• Knowledge of ERP systems and their role in logging, tracking, and documenting cases.
• Strong communication skills and the ability to resolve customer issues in a friendly, fair, and firm manner.
• Demonstrated focus on improving the customer experience with incident responses, repair processes, and customer interactions.

Responsibilities

• The Customer Service Technician Lead optimizes and maintains customer-facing standard procedures for technical and operational support requests.
• Responding to international client inquiries via phone, email, and live chat.
• Diagnosing and troubleshooting hardware, software, and network issues.
• Collaborating with product and engineering teams to resolve complex problems.
• Documenting issues and resolutions, providing training and guidance to clients on product usage and best practices.
• Meeting or exceeding performance metrics related to response time and customer satisfaction.
• Participating in an on‑call rotation to support the 24/7 schedule of the response team.

Skills

Bilingual English/Spanish

Communication skills

Education

Bachelor’s degree

Tools

ERP systems

Microsoft Office Suite

Job description

Responsibilities

• The Customer Service Technician Lead optimizes and maintains customer-facing standard procedures for technical and operational support requests.
• Responding to international client inquiries via phone, email, and live chat.
• Diagnosing and troubleshooting hardware, software, and network issues.
• Collaborating with product and engineering teams to resolve complex problems.
• Documenting issues and resolutions, providing training and guidance to clients on product usage and best practices.
• Meeting or exceeding performance metrics related to response time and customer satisfaction.
• Participating in an on‑call rotation to support the 24/7 schedule of the response team.

Requirements

• Bachelor’s degree or equivalent combination of education and experience.
• 7+ years of related experience in customer support or technical support, preferably with UAS or related aerospace/defense technologies.
• Must be bi‑lingual - professional fluency in both English and Spanish (written and verbal).
• Willingness and ability to travel internationally up to 60% of the time, sometimes on short notice.
• Strong proficiency with Microsoft Office Suite.
• Knowledge of Enterprise Resource Planning (ERP) systems and their role in logging, tracking, and documenting cases.
• Strong communication skills and the ability to resolve customer issues in a friendly, fair, and firm manner.
• Demonstrated focus on improving the customer experience with incident responses, repair processes, and customer interactions.

Certifications & Qualifications

• Bachelor’s degree