Robotics Support Director — Global Escalations & Ops

Locus Robotics; Wilmington (MA); Híbrido; USD 100.000 - 200.000; Jornada completa

Descripción de la vacante

Locus Robotics is seeking a Senior Customer Support Manager for its RSS team to drive strategic and operational leadership for global customers. The role focuses on escalation management, service quality, and cross-functional collaboration to scale a world-class support organization.

The position is hybrid, based at our Wilmington, MA headquarters with three onsite days per week. Open to candidates eligible to work in the United States.

Formación

• 5+ years of experience leading technical support teams for integrated hardware and software solutions.
• Proven experience leading high-priority customer escalations and major incident (P1) response, including cross-functional coordination, communication, and recovery.
• Exceptional communication and leadership skills, with the ability to navigate complex technical challenges and drive positive customer outcomes.
• Proven ability to develop team leads and technical specialists, set clear performance expectations, and drive performance improvement.
• Flexibility to support a 24/7 operational environment as critical incidents and team handoffs require.
• Excellent written and verbal English communication skills, with the ability to clearly explain technical concepts, issues, and tradeoffs to both technical and non-technical audiences.

Responsabilidades

• Lead, coach, and develop the RSS Team, establishing clear expectations, accountability, and development plans.
• Own daily support operations and SLA performance, aligning team priorities and resources with customer needs.
• Lead critical incident response and escalation management, driving cross-functional coordination, communication, timely resolution, and follow-through.
• Set priorities for operational excellence, automation, and continuous improvement to strengthen service quality and scale support delivery.
• Lead and contribute to cross-functional projects and key initiatives, driving execution against agreed priorities, timelines, and outcomes
• Partner with Engineering, Customer Success Management, Field Services and other internal stakeholders to address recurring issues and improve the customer support experience.
• Use support metrics to guide operational decisions, workforce planning, and capacity requirements
• Establish case ownership and follow-up standards, lead Salesforce dashboard reviews.<br/>Maintain and develop troubleshooting and customer communication playbooks.

Conocimientos

Leadership

Customer support

Escalations

Communication

Team development

24/7 operations

Herramientas

Salesforce

Descripción del empleo

Locus Robotics is seeking a Senior Customer Support Manager for its RSS team to drive strategic and operational leadership for global customers. The role focuses on escalation management, service quality, and cross-functional collaboration to scale a world-class support organization.

The position is hybrid, based at our Wilmington, MA headquarters with three onsite days per week. Open to candidates eligible to work in the United States.