Manager of Customer Support

3 weeks ago

Sterling Heights, Michigan, United States Dedrone Full time

Customer Support Manager(m/f/x)

Location: Sterling, VA

Introduction

Dedrone is the world's most trusted smart airspace security company. Hundreds of commercial, government and military customers around the world rely on Dedrone's comprehensive, command and control (C2) solution to protect against the persistent and escalating threat from drones while enabling "good" drones to fly. By leveraging AI/ML, Dedrone is the only solution that provides continuous, autonomous interrogation and verification of drones that enables both multi-sensor and multi-mitigation options onto a single fused 'pane-of-glass'. Whether on-premises / air-gapped or in the cloud, Dedrone customers can easily detect, track, identify, analyze, and mitigate drone threats.

Position
We are looking for a Customer Support Manager to provide leadership and guidance to our team worldwide. With your ability to troubleshoot, identify issues, and your excellent communication skills, you will lead and innovate to ensure Dedrone is offering the best level of service to the customer's satisfaction. This role will report to our Global Leader of Customer Support.

Responsibilities

  • This leader will be responsible for building and managing this highly productive team, motivating leadership skills and will ultimately manage the growth of our service business
  • Evaluation of current processes, technology, and organizational skills to identify areas of improvement and opportunities for advancement
  • Promote collaboration and knowledge sharing among team members and across departments to streamline processes and resolve issues effectively
  • Develop a complete understanding of the Airspace Security Solutions by Dedrone
  • Take a lead role in 1st, 2nd and 3rd level support for all Dedrone products working with field engineers, sales, sales engineers and customers
  • Participate in the development of customer support objectives and ensure achievement of the metrics.

Qualifications

  • 10 years relevant work experience in the field of technical customer support
  • Minimum 2 years of relevant work experience as a manager of technical customer support
  • Proficient in both spoken and written English (C1, C2)
  • Willing and able to travel when needed
  • Knowledge in Zendesk, and Salesforce
  • Understanding of cloud computing solutions
  • Basic knowledge about consumer UAV protocols and standards

We offer

At Dedrone, you can expect to work in a startup-like atmosphere, expect excitement as well as tasks that are diverse in nature. We're a highly qualified, international team that's passionate about what we do and where we want to go. Our corporate structure is flat, and we offer plenty of room for individual ideas to develop. We are quick in our decision-making and like to keep our processes lean. We also offer permanent positions from day one, flexible working hours, team events, free coffee, treats and much more.

Join our team of talented professionals and contribute to the advancement of cutting-edge and globally implemented airspace security solutions. If you are passionate about customer success and thrive in a collaborative environment, we would love to hear from you.

Dedrone is an equal opportunity employer. All applicants for this position will be considered for employment without regard to race, color, religion, national origin, veteran status, disability status, sex, sexual orientation, or gender identity (including m/f/x).

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