Skydio is the leading US drone company and the world leader in autonomous flight, the key technology for the future of drones and aerial mobility. The Skydio team combines deep expertise in artificial intelligence, best-in-class hardware and software product development, operational excellence, and customer obsession to empower a broader, more diverse audience of drone users. From utility inspectors to first responders, soldiers in battlefield scenarios and beyond.

About the team:

Our support team provides best-in-class service and support to our growing customer base while meeting or exceeding our service level agreements defined by our business requirements. We’re highly focused on customer retention and loyalty, and we work hard to build systems and structures to reduce costs related to process inefficiencies.

About the role:

We’re looking for a Support Operations Coordinator who is accurate, organized, self-motivated, and eager to provide superior service to internal and external customers. This individual would be responsible for moving returns and repairs quickly through the system, scheduling repair field techs to ensure people and parts arrive at the right location, at the right time. This position reports to the Senior Support Operations Manager and will work closely with Customer Support, Manufacturing, Finance, Logistics, Field Installers and End Customers.

Although we would prefer to base this role in our San Mateo, CA headquarters, we are open to extraordinary remote candidates.

How you’ll make an impact:

Create sales orders and RMAs in NetSuite.
Monitor JIRA tickets for completeness and accuracy.
Regularly audit existing RMAs to identify outstanding or stalled items.
Coach and train Support Reps in RMA best practices.
Monitor, track, and analyze inventory of replacement stock to ensure supply levels are adequate.
Answer RMA-related questions.
Document payments and shipments.
Ensure proper routing of returned items to specific engineers or teams.
Research order and return history.
Schedule & coordinate field repairs with customers and field technicians.
Ensure customer acceptance of completed work, including proper documentation of sign-off and satisfaction.
Set up new and update existing customer accounts in our proprietary software.

What would make you a good fit:

2+ years of order management experience.
Experience working with Atlassian Jira, Netsuite, MS Excel, Salesforce, Notion and Google Sheets.
Experience working cross-functionally across technical, ops, and GTM teams.
Drone and manufacturing experience is a plus.
Self-starter with impeccable accuracy, excellent attention to detail, and stellar verbal and written communication skills.

Compensation: At Skydio, our compensation packages for regular, full-time employees include competitive base salaries, equity in the form of stock options, and comprehensive benefits packages. Compensation will vary based on factors, including skill level, proficiencies, transferable knowledge, and experience. Relocation assistance

may also be provided for eligible roles. The annual base salary range for this position is $63,000 - 93,000*. Fundamentally, we believe that equity is the key to long-term financial growth, and we ensure all regular, full-time employees have the opportunity to significantly benefit from the company's success. Regular, full-time employees are eligible to enroll in the Company’s group health insurance plans. Regular, full-time employees are eligible to receive the following benefits: Paid vacation time, sick leave, holiday pay and 401K savings plan. This position and all associated benefits are subject to applicable federal, state, and local laws, as well as the Company’s policies and eligibility criteria.

*Compensation for certain positions may vary based on the position’s location.

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At Skydio we believe that diversity drives innovation. We have created a multidisciplinary environment that embraces the power of diverse perspectives to create elegant solutions for complex problems. We are committed to growing our network of people, programs, and resources to nurture an inclusive culture.

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or other characteristics protected by federal, state or local anti-discrimination laws.

For positions located in the United States of America, Skydio, Inc. uses E-Verify to confirm employment eligibility. To learn more about E-Verify, including your rights and responsibilities, please visit https://www.e-verify.gov/