DroneDeploy · 1 month ago
Manager of Product Support
United States
Full-time
Hybrid
Mid, Senior Level
$108K/yr - $130K/yr
5+ years expDroneDeploy is a company that powers field teams with robotics and AI, providing a unified system for critical industries. They are seeking a Manager of Product Support to lead operations for their frontline Support organization, focusing on performance, coaching, and modernizing support through AI-powered solutions.
AgricultureArtificial Intelligence (AI)ConstructionDronesEnergyInternet of ThingsMapping ServicesRoboticsSoftware
Responsibilities
Lead, coach, and develop our high‑performing, global support team. Set clear goals, run regular 1:1s, deliver actionable feedback, and promote internal career mobility
Own daily operations: workforce management, queue health, SLA attainment, frontline escalations, and real‑time decisions that keep customers moving
Raise ticket quality and customer experience via a consistent QA program, enablement, and team‑wide knowledge‑sharing
Drive knowledge excellence: oversee expansion and maintenance of internal and external documentation; empower self‑service with reusable, high‑quality content
Own end-to-end Support analytics; build and automate dashboards/scorecards, forecast capacity, and KPI management
Partner across Product, Engineering, and CS to evaluate customer trends using AI tools, turning insights into actionable improvements
Help modernize Support: evaluate and pilot AI deflection/assist, messaging‑based support (e.g., Slack/SMS), and a multimedia Help Center
Participate in incident response and limited on‑call; ensure post‑incident learning feeds product and process improvements
Qualification
Required
2+ years of people management in B2B SaaS Support, with a strong track record of performance management and raising the bar on outcomes; 5+ years overall in technical/product support or adjacent customer‑facing roles
Strong commitment to nurturing diverse, engaged teams through bias‑aware hiring, active mentorship/coaching, and transparent performance practices
Demonstrated ability to lead through change
Proven ownership of frontline operations (WFM, queue/SLA, escalations) and a consistent quality program
Strong cross‑functional leadership with Product, Engineering, and Go-to-Market teams
Excellent written and verbal communication and de‑escalation skills
Experience working with modern, AI driven support tooling
Strong data analysis and reporting skills using tools like Zendesk, Looker, Tableau, and BigQuery
Benefits
Culture of Innovation & Collaboration
Drone Certification
Flexible Work Arrangements
Paid Family Leave
Comprehensive Healthcare Coverage
Career & Growth Development
Flexible PTO
Employee Referral Bonus
Company
DroneDeploy
DroneDeploy unifies robotics and AI to deliver fast, confident reality capture operations for field teams .
201-500 employees
Funding
Current Stage
Late StageTotal Funding
$157.55MKey Investors
Bessemer Venture PartnersEnergize CapitalScale Venture Partners
2025-09-08Series Unknown· $15M
2021-01-12Series E· $50M
2019-11-13Series D· $35M
Leadership Team
Michael Winn
CEO and Co-Founder
Nicholas Pilkington
CTO and Founder
Recent News
2025-10-29
EIN Presswire
2025-10-22
Company data provided by crunchbase