Customer Service Lead
Core
Lead and build the service infrastructure for deployed counter-drone and uncrewed defense systems, ensuring mission reliability across multiple geographies. (via careerplan.io/jobs/9A-00D-FC-061-customer-service-lead-at-regulus)
Role type
Senior Customer Service Team Lead (Defense Technology)
Builds
Service infrastructure, operational frameworks, and support processes for deployed C-UxS systems
Domain
Defense technology, counter-drone systems, electronic warfare
Required skills
Hardware-software integrated systems troubleshooting, service operations management, SLA/KPI definition, cross-functional collaboration, technical documentation, data reporting, field operations management
Preferred skills
Experience with defense/government/enterprise customers, familiarity with CRM platforms, security clearance
Technologies
CRM platforms, ticketing systems, knowledge bases
Responsibilities
Build service infrastructure (tools, processes, escalation paths), oversee resolution of customer inquiries and system issues, coordinate global mission support, partner with Product/Engineering on field feedback, maintain service records and compliance, define and track key metrics
Seniority
Senior, hands-on IC with management responsibilities