Manager, Technical Support National Security

📋 Description

• Lead two remote teams (TCSR and FSR) supporting defense and federal customers.
• Coordinate with Commercial Support, back-office, and CRM tools to resolve complex product issues.
• Drive KPIs like CSAT and First Contact Resolution, ensuring strong customer experience.
• Collaborate with cross-functional teams on training, quality, and CRM efficiency.
• Support BVLOS operations and UAS workflows for national security customers.

🎯 Requirements

• 5+ years in customer support leadership with KPI ownership.
• 5+ years defense/federal government work in UAS-related disciplines.
• 2+ years leading teams for hardware, software, and cloud products; UAS/IoT experience a plus.
• Strong coaching, empathy, and ability to engage defense/government customers.
• CRM experience (Salesforce Service Cloud, Jira, Databricks or equivalents) a plus.
• Data-driven with analytical mindset; ability to create tools to inform decisions.

🎁 Benefits

• Competitive base salary ($115,000 - $140,000) with equity options and benefits.
• Relocation assistance may be provided; group health, vacation, sick leave, holiday pay, 401K.
• FAA Part 107 certification encouraged/required for certain roles.