Senior Customer Support Manager, Robotics

Responsibilities

• Lead, coach, and develop the RSS Team, establishing clear expectations, accountability, and development plans.
• Own daily support operations and SLA performance, aligning team priorities and resources with customer needs.
• Lead critical incident response and escalation management, driving cross-functional coordination, communication, timely resolution, and follow-through.
• Set priorities for operational excellence, automation, and continuous improvement to strengthen service quality and scale support delivery.
• Lead and contribute to cross-functional projects and key initiatives, driving execution against agreed priorities, timelines, and outcomes
• Partner with Engineering, Customer Success Management, Field Services and other internal stakeholders to address recurring issues and improve the customer support experience.
• Use support metrics to guide operational decisions, workforce planning, and capacity requirements
• Establish case ownership and follow-up standards, lead Salesforce dashboard reviews.

Maintain and develop troubleshooting and customer communication playbooks.

Qualifications

• 5+ years of experience leading technical support teams for integrated hardware and software solutions.
• Proven experience leading high-priority customer escalations and major incident (P1) response, including cross-functional coordination, communication, and recovery.
• Exceptional communication and leadership skills, with the ability to navigate complex technical challenges and drive positive customer outcomes.
• Proven ability to develop team leads and technical specialists, set clear performance expectations, and drive performance improvement.
• Flexibility to support a 24/7 operational environment as critical incidents and team handoffs require.
• Excellent written and verbal English communication skills, with the ability to clearly explain technical concepts, issues, and tradeoffs to both technical and non-technical audiences.

Pay and benefits

The expected base salary range for this role is $100,000 - $200,000 annually, based on external market data, plus bonus and equity. Actual offers will depend on factors such as the candidate's experience, education, training, key or critical skills, geographic location, and current market and business conditions

Additional Information

Locus Robotics is an equal opportunity employer.

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