Head of B2B Technical Support - Drones & AI

Skydio; United States; On-site; USD 100,000 - 130,000; Full time

Benefits offered by this job

Relocation assistance

Equity options

Job summary

Skydio, the leading US drone company, seeks an experienced B2B customer support operational leader who has coached remote teams handling complex product and usage issues across drones, docks, software, and cloud services.

You will guide daily customer interactions to successful resolutions, own customer satisfaction metrics, and coach CSR engagement while collaborating with solution engineering, field service, and success centers.

Qualifications

• Experience leading B2B customer support with KPI ownership.
• Strong CRM experience and data-driven decision making.
• Ability to coach remote teams and improve customer outcomes.

Responsibilities

• Guide daily customer interactions to successful resolutions.
• Own operational customer satisfaction, productivity, and CSR engagement.
• Collaborate with Solution Engineering, Deployment, and Field Service teams.
• Develop and implement CRM efficiency improvements and training.
• Drive first-contact resolution and high CSAT scores.
• Balance fast, accurate case work with scalable processes.
• Use data and analytics to inform decisions and improvements.

Skills

Customer support leadership

KPI ownership

CRM experience

Data-driven

People management

Applied AI

Tools

Salesforce Service Cloud

Jira

Databricks

Job description

Skydio, the leading US drone company, seeks an experienced B2B customer support operational leader who has coached remote teams handling complex product and usage issues across drones, docks, software, and cloud services.

You will guide daily customer interactions to successful resolutions, own customer satisfaction metrics, and coach CSR engagement while collaborating with solution engineering, field service, and success centers.