Skydio is the leading US drone company and the world leader in autonomous flight, the key technology for the future of drones and aerial transportation. The Skydio team combines deep expertise in artificial intelligence, best-in-class hardware and software product development, and operational excellence to empower a broader, more diverse audience of drone users - from action sports enthusiasts to first responders to insurance claims adjusters.
About the team:
Our support team provides best-in-class service and support to our growing customer base while meeting or exceeding our service level agreements defined by our business requirements. We’re highly focused on customer retention and loyalty, and we work hard to build systems and structures to reduce customer friction and effort.
About the role:
We’re seeking a self-motivated and highly experienced contributor who is passionate about improving process efficiencies across multiple toolsets and systems to help reduce customer effort and coach continuous process improvement. This role will report to the Director of the Support Center of Excellence. This highly cross-functional and dynamic role will interface with our support advocates, reverse logistics team, Product Support Engineering leads, legal, analytics, and GTM business systems contributors on various process and systems improvement projects, ranging from CRM systems architecture to building more efficient operations and documentation across our support touchpoints. We’re seeking someone who understands customer support from operational, process & policy, and systems perspectives and can make strategic decisions with a lean process improvement mindset. How you'll make an impact:
Process Improvement: You will own regular programmatic sweeps of our policy, process, and systems architecture to identify and target areas of opportunity for improvements, ideally using lean methodology.
Operational efficiency: You will own initiative identification, prioritization, and implementation, in collaboration with Ops team leaders. You will provide strategic guidance across functions, owning cross-functional project management and accountability.
CRM system optimization: You will ensure that core CRM systems are configured and proactively optimized to support global voice, chat, and email customer interactions. You will own all initiatives pertaining to support systems enhancement.
Customer experience: You will utilize your technical and business skills to optimize self-service resources and integrate internal troubleshooting/diagnostic tools to reduce advocate fatigue and customer effort.
Leadership: You will assist Support leaders with developing and implementing a CRM Roadmap to support the firm’s global expansion and product support needs. You will hold leadership accountable for creating and cultivating our Center of Excellence within the support organization.
What makes you a good fit:
A self-starter with impeccable verbal and written communication skills, obsessive attention to detail, and the ability to manage time effectively.
An advocate for constant education and mentorship from individual contributors to executives across the company.
A technically-minded problem solver with a passion for design thinking and agile implementation.
You have 2-5 years of CS experience (previous experience in an administrative or business systems function capacity is preferred).
You have 2+ years of admin-level experience working with Zendesk, Salesforce, or similar customer service software (Zendesk/Salesforce Agent and Admin certification is highly desired).
Proven Project Management and/or Business Systems Analyst (BSA) experience at the team/departmental level. You can write a Project Charter or Business Systems Requirement Document (BRD) to help direct working groups. Lean experience is a plus.
You are not afraid of a massive Google or Office spreadsheet and have some familiarity with relational databases products and concepts (e.g., SQL, Relational Data Model).
Experience with Guru, Google Suite, Salesforce, Atlassian Jira, or Netsuite is a plus.
You have experience working cross-functionally across technical, ops, and GTM teams.
You thrive in an agile environment and implement system enhancements utilizing agile practices.
Compensation Range: The annual base salary range for this position is $106,250 - 134,375*. Compensation will vary based on factors, including skill level, proficiencies, transferable knowledge, and experience. In addition to base salary, Skydio full-time employees are eligible to enroll in our benefit plans and take advantage of a variety of incentives and stipends. *For some positions the pay may be dependent upon the individual's regional location.
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At Skydio we believe that diversity drives innovation. We have created a multidisciplinary environment that embraces the power of diverse perspectives to create elegant solutions for complex problems. We are committed to growing our network of people, programs, and resources to nurture an inclusive culture.
As such, we do not make hiring or other employment-related decisions on the basis of an applicant or employee’s race, color, ethnicity, national origin, citizenship, sex/gender (including pregnancy, childbirth, breastfeeding and related medical conditions), gender identity or expression, age, religion, disability status, sexual orientation, marital status, medical condition, genetic information or characteristics, veteran, military or family status, or other classifications protected by applicable federal, state or local anti-discrimination laws.
For positions located in the United States of America, Skydio, Inc. uses E-Verify to confirm employment eligibility. To learn more about E-Verify, including your rights and responsibilities, please visit https://www.e-verify.gov/
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