Senior Customer Support Manager, Robotics

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

Senior Customer Support Manager, Robotics

At Locus Robotics, we build AI-powered systems and intelligent robots that keep global supply chains running. Our platform combines advanced AI, real-time decision-making, and autonomous robotics to help leading companies improve efficiency, scale operations, and adapt to constant change.

Locus Robotics is a place to do meaningful work with real-world impact, where your ideas move quickly from concept to deployment. We invest in our people, encourage continuous learning, and give you the opportunity to grow your career while building technology that is used every day at global scale.

Step into a high-impact leadership role at the forefront of robotics. Lead the team delivering exceptional technical support to global Locus Robotics customers and help scale a world-class support organization. As Senior Customer Support Manager, Robotics, you'll provide strategic and operational leadership for our Robotics Support Specialists (RSS) team, setting the direction, priorities, and standards for how we support our customers. You'll build and develop a high-performing team, lead complex customer escalations and incident management, drive service quality and operational performance, and strengthen the processes and capabilities needed to scale. Working closely with customers and cross-functional leaders, you'll play a key role in shaping the customer support strategy and experience as Locus continues to grow.

Location: This is a hybrid role based at our Corporate Headquarters in Wilmington, MA, with three days onsite per week. Candidates must be local to the area. Relocation assistance is not available.

Work Authorization: Open to candidates who are eligible to work in the United States. Locus does not sponsor new initial H-1B lottery filings.

Standard schedule: Monday through Friday, 8:00 a.m. to 5:00 p.m. ET, with flexibility to support critical incidents outside of regular business hours as needed.

Responsibilities

• 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.
  Maintain and develop troubleshooting and customer communication playbooks.

Qualifications

• 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.

The expected base salary range for this role is $100,000 - $200,000 annually, based on external market data, plus bonus and equity. Actual offers will depend on factors such as the candidate's experience, education, training, key or critical skills, geographic location, and current market and business conditions

Additional Information

Locus Robotics is an equal opportunity employer.

Application Fraud Detection Notice: To help maintain a fair and secure hiring process, Locus Robotics may use AI-assisted and other automated tools to detect suspected fraud, misrepresentation, or misuse of the application process. Hiring decisions are not made solely by automated means unless otherwise disclosed where required by law.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

This role is not eligible for sponsorship. Candidates currently working under F-1 OPT or STEM OPT authorization who will require future H-1B sponsorship are not eligible for this position, as Locus Robotics will not be able to sponsor an initial H-1B petition or enter candidates into the H-1B lottery on their behalf.