What Would I Be Doing?

• Respond to customer support requests via ticket and phone queue, and respond to inquiries within established SLAs.
• Be accountable for and drive key metrics that ensure the quality and safe usage of our service.
• Contribute to the continued development of the knowledge base and support resources.
• Collaborate with internal stakeholders to overcome challenges and find solutions for Customers.
• Collaborate with Product and Engineering teams to resolve bugs and surface customer feature requests.
• Using a consultative approach, identify areas of opportunity to provide Customers with best practices and operating advice.
• Using internal tools, document conversations and key highlights, and flag any warning areas to the Support Team Manager.
• You are available to work assigned shift rotations as required.
• While working in a Remote environment actively collaborate with peers across the organization.
• Up to 20% travel is expected.
• Always help first.

Qualifications

• Citizen or Permanent Resident of the United Kingdom.
• 2+ years experience as a Customer Support Specialist in a Saa S or professional services organization.
• Prior experience with UAS is a bonus.
• Prior experience in law enforcement, fire service or emergency services is a bonus.Excellent problem solving capabilities.
• Experience with Key tools a bonus: Excel, Hubspot, Zendesk, Five9s, Slack.Experience with Drone Sense is a bonus.
• Proven track record in a fast-paced and high growth environment.
• Ability to dive into details, but also step back and consider a problem strategically.
• Strong influencer skills.
• Bachelor's Degree or equivalent experience required

Experience

• A low-ego, team-first mentality. You know when to get your hands dirty and when to lead through influence.
• Extensive experience managing various stakeholders and building cross-functional relationships across the business.
• Excellent written and verbal communication skills.
• You can always articulate the “why” behind your priorities and recommendations.