Customer Service Tech Lead

Responsibilities

• The Customer Service Technician Lead optimizes and maintains customer-facing standard procedures for technical and operational support requests.
• Responding to international client inquiries via phone, email, and live chat.
• Diagnosing and troubleshooting hardware, software, and network issues.
• Collaborating with product and engineering teams to resolve complex problems.
• Documenting issues and resolutions, providing training and guidance to clients on product usage and best practices.
• Meeting or exceeding performance metrics related to response time and customer satisfaction.
• Participating in an on‑call rotation to support the 24/7 schedule of the response team.

• Bachelor’s degree or equivalent combination of education and experience.
• 7+ years of related experience in customer support or technical support, preferably with UAS or related aerospace/defense technologies.
• Must be bi‑lingual - professional fluency in both English and Spanish (written and verbal).
• Willingness and ability to travel internationally up to 60% of the time, sometimes on short notice.
• Strong proficiency with Microsoft Office Suite.
• Knowledge of Enterprise Resource Planning (ERP) systems and their role in logging, tracking, and documenting cases.
• Strong communication skills and the ability to resolve customer issues in a friendly, fair, and firm manner.
• Demonstrated focus on improving the customer experience with incident responses, repair processes, and customer interactions.

• Bachelor’s degree