Technical Support Manager
Job Summary
Seeking an experienced Technical Support Manager, the full-time remote role will manage a team providing B2B customer support for complex drone and software products, ensuring high customer satisfaction and operational efficiency.
Key responsibilities:
- Guide daily customer interactions to successful resolutions while owning operational customer satisfaction and team engagement
- Continuously improve processes and policies to enhance customer experience and operational efficiency
- Collaborate with cross-functional teams to shape training, quality management, and CRM effectiveness
Required qualifications:
- 2+ years of customer support leadership experience with a focus on operational KPIs
- Experience leading support teams for hardware, software, and cloud products; UAS or IoT experience is a plus
- Proven ability to coach and mentor team members effectively
- Deep experience with CRM tools, particularly Salesforce Service Cloud
- Data-driven mindset with analytical skills to guide decision-making
Complete Job Description
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