Manager of Product Support

DroneDeploy is hiring a Manager of Product Support to lead day-to-day operations for our frontline Support organization; owning performance, coaching, ticket quality, and queue health. The role is responsible for modernizing Support through AI-powered deflection and assist, expanded support channels, and an enterprise-ready service experience.

Requirements

• 2+ years of people management in B2B SaaS Support, with a strong track record of performance management and raising the bar on outcomes
• 5+ years overall in technical/product support or adjacent customer-facing roles
• Strong commitment to nurturing diverse, engaged teams through bias-aware hiring, active mentorship/coaching, and transparent performance practices
• Demonstrated ability to lead through change
• Proven ownership of frontline operations (WFM, queue/SLA, escalations) and a consistent quality program
• Strong cross-functional leadership with Product, Engineering, and Go-to-Market teams
• Excellent written and verbal communication and de-escalation skills
• Experience working with modern, AI driven support tooling
• Strong data analysis and reporting skills using tools like Zendesk, Looker, Tableau, and BigQuery

Benefits

• Culture of Innovation & Collaboration
• Drone Certification
• Flexible Work Arrangements
• Paid Family Leave
• Comprehensive Healthcare Coverage
• Career & Growth Development
• Flexible PTO
• Employee Referral Bonus