Head of Drone Support Operations (B2B)

Skydio, Inc.

Northern (KY)

Hybrid

USD 78,000 - 130,000

Full time

14 days+

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Job summary

Skydio, Inc. is seeking an experienced B2B customer support operational leader to coach and develop remote teams handling complex product and operational usage issues across drones, docks, accessories, and cloud services.

The role emphasizes high first-contact resolution, KPI-driven leadership, and collaboration with field service, logistics, and success centers to continuously improve customer experience. Location flexibility on the US coasts, with shifts including weekends.

Qualifications

2+ years of progressive customer support leadership experience with direct people management and KPI ownership.
Experience leading B2B field service maintenance and repair is a plus.
2+ years leading teams responsible for hardware, software and cloud products (UAS/IoT a plus).
Applied AI experience in customer support scenarios.
Data-driven mindset with ability to create analytical tools for decisions.

Responsibilities

Guide daily customer interactions to successful resolutions.
Own operational customer satisfaction, productivity and CSR engagement.
Coaching team to deliver low-effort customer experiences and strong brand.
Collaborate with cross-functional teams to evolve support as products and operations mature.
Improve processes and policies to boost customer experience and efficiency.
Engage in 1:1 conversations to rapidly resolve customer cases.