Senior Customer Support Manager, Robotics
Core
Lead a team of Robotics Support Specialists to deliver technical support for AI-powered autonomous robotics systems in global supply chains.
Role type
Senior Customer Support Manager (Robotics)
Builds
A world-class support organization for Locus Robotics customers
Domain
Robotics / Supply Chain Logistics
Deliverable
client delivery
Required skills
Team leadership, incident management, SLA performance management, cross-functional coordination, operational strategy, workforce planning, Salesforce dashboard analysis, playbook development
Preferred skills
Experience with integrated hardware and software solutions, 24/7 operational flexibility
Technologies
Salesforce
Responsibilities
Lead, coach, and develop the RSS Team; Own daily support operations and SLA performance; Lead critical incident response and escalation management; Set priorities for operational excellence and automation; Partner with Engineering and Field Services to improve support experience; Use support metrics to guide operational decisions and capacity planning.
Seniority
Senior, hands-on IC with leadership responsibilities
