Head of Customer Support

Anduril Industries is a defense technology company with a mission to transform U.S. and allied military capabilities with advanced technology. By bringing the expertise, technology, and business model of the 21st century's most innovative companies to the defense industry, Anduril is changing how military systems are designed, built and sold. Anduril's family of systems is powered by Lattice OS, an AI-powered operating system that turns thousands of data streams into a realtime, 3D command and control center.

As the world enters an era of strategic competition, Anduril is committed to bringing cutting-edge autonomy, AI, computer vision, sensor fusion, and networking technology to the military in months, not years.

ABOUT THE TEAM

The duty of this organization is to enable our Customers' ongoing Mission Readiness. From the moment they say '"go" until the contract is fulfilled. We are only successful when the customer's mission is successful.

Mission Readiness is the post-production shared services organization for Anduril. This team supports the Business Lines and Divisions throughout the lifecycle of their product, from initial sustainment concept through delivery, installation, operation, repair and return. These service offerings also include providing technical publications, training, customer support, connectivity services and other value-added services. To the degree the Business elects, we accept the delegated responsibility for upfront and continued delivery of the committed service solutions.

This team endeavors to provide the Business Lines, as our internal customers, shared mission services that are more efficient and cost effective than if they chose to provide them directly. By offering mission support capabilities and capacity that are not "core" to the Business, the Business can focus resources on addressing the next big need while we ensure existing commitments are met.

ABOUT THE JOB

We are looking for a Head of Customer Support to join our rapidly growing team. As Head of Customer Support, you'll be leading the effort to scale and formalize Anduril's customer support operations across all business lines and products. You will lead the development, implementation, and management of comprehensive Tier 1 and Tier 2 support strategies that ensure our customers receive world-class service as we deploy and sustain increasingly complex defense technologies globally.

This role involves leading and coordinating with cross-functional teams to deliver exceptional customer experiences across diverse geographies, varying SLA requirements, and multiple product lines. It will require a breadth of understanding of both commercial support best practices and defense/government customer requirements, experience managing complex support operations, and a deep appreciation for both technical excellence and customer satisfaction. This position is pivotal in ensuring Anduril continues to scale our support capabilities to match our rapid growth in customers, products, and operational complexity.

We are a fast-growing company and you will be expected to own material and important projects during your time on the team, which will have a significant impact on the company's trajectory. Anduril fosters a diverse, collaborative culture with plenty of opportunities for ownership and professional growth.

WHAT YOU'LL DO

* Direct customer support activities across multiple business lines and product portfolios, including Tier 1 and Tier 2 operations, process development, technical oversight, and budget management.

* Build, scale, and lead a high-performing global customer support organization, including recruitment, training, career development, and performance management to uplevel team capabilities in line with business growth.

* Implement and maintain support systems, tools, and infrastructure including incident and case management platforms, remote troubleshooting capabilities, predictive monitoring and analytics systems, and knowledge management databases.

* Develop and execute customer support strategies that accommodate complex geographical requirements, varying customer SLA commitments, and diverse product technical requirements across hardware and software systems.

* Establish and optimize support processes for root cause analysis, corrective action planning, escalation management, and continuous improvement to drive first-call resolution and customer satisfaction.

* Collaborate with cross-functional teams, including engineering, product, quality, program management, and field operations, to ensure seamless customer experiences and rapid issue resolution.

* Define and track key performance indicators (KPIs) and metrics to measure support effectiveness, customer satisfaction, and operational efficiency; implement data-driven improvements.

* Partner with Product and Engineering teams to establish feedback loops that translate customer insights and support trends into product improvements and enhanced reliability.

* Develop customer…