National Security UAS Support Lead (Remote)

Booster; Northern (KY); Hybrid; USD 115,000 - 140,000; Full time

Job summary

Skydio is seeking an experienced customer support & field operational leader to coach remote teams supporting defense and federal government customers on complex product and operational issues across Skydio products, including UAS, docks, software, and integrations.

You will manage two teams, drive KPIs like CSAT and First Contact Resolution, and collaborate with engineering, product, and services to ensure mission readiness and customer success for national security customers.

Qualifications

• 5+ years of customer support leadership experience.
• 5+ years of defense/federal government work related to UAS.
• 2+ years leading support teams for hardware, software and cloud products.
• Experience with CRM tools, including Salesforce Service Cloud.
• Willingness to work extended hours and on-call support when needed.

Responsibilities

• Guide daily customer interactions to successful resolutions in national security contexts.
• Own operational customer satisfaction and team productivity and growth.
• Coach and mentor a remote team and enable low-effort customer interactions.
• Collaborate with cross-functional teams to deliver best-in-class support.
• Improve processes and policies for customer experience and efficiency.

Skills

Customer support leadership

Defense/government experience

Team leadership

CRM tools experience

AI awareness

Data-driven

Tools

Salesforce Service Cloud

Jira

Databricks

Job description

Skydio is seeking an experienced customer support & field operational leader to coach remote teams supporting defense and federal government customers on complex product and operational issues across Skydio products, including UAS, docks, software, and integrations.

You will manage two teams, drive KPIs like CSAT and First Contact Resolution, and collaborate with engineering, product, and services to ensure mission readiness and customer success for national security customers.