Customer Support

| San Francisco
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DroneDeploy is the enterprise-grade drone data platform. Trusted by leading brands globally, DroneDeploy makes the power of aerial data accessible and productive for everyone by transforming data collection and analysis across industries, including construction, energy, agriculture, and mining. Simple by design, DroneDeploy enables professional mapping, 3D modeling, and reporting from any drone on any device.

We’re looking for a results-focused Support Hero to be the primary touchpoint for our growing Enterprise customer base. As a Customer Support Specialist, you'll be a customer evangelist responsible for collaborating with other teams to prioritize customer feedback and finding solutions to solve our customer’s business goals.

Responsibilities:

  • Be an expert in the DroneDeploy product and services.
  • Take end-to-end ownership of internal and external customer issues and requests, including providing consultative technical responses, accurately identifying issues in need of escalation to Engineers, and ensuring issues are resolved as expediently as possible. 
  • Provide impeccable follow-up with customer issues and status in a timely manner. 
  • Maintain a high level of customer satisfaction in each and every interaction with our customers, and deliver against customer experience and efficiency targets. 
  • Continually capture customer feedback and collaborate internally (Product, Engineering, UX, Sales) across teams to improve our product and customer experience.
  • Assist in the definition & implementation of processes to help us scale our growing support team. Push problem-solving and creative thinking to find new ways to delight customers.
  • Engage with all customer segments, converting them to brand evangelists.

Experience:

  • 3+ years of direct customer-facing experience for a technically complex product, preferably in a SaaS environment
  • Familiarity with using Help Desk or CRM systems 
  • Proficient with web-based platforms and tools
  • Experience with data collection and analysis for reporting

Skills:

  • Customer-Centric - a genuine passion to understand and help those around you, particularly with the ability to manage relationships well 
  • Excellent written & verbal communication skills - the ability to explain complicated things simply
  • Industry Knowledge - a fundamental understanding of the key industries DroneDeploy supports 
  • Problem Solver - curious, data-driven, and strategic thinker, with a bias towards action
  • Team player - humble and works well in collaborative environments with a high degree of trust and credibility 
  • Self-Starter - contribute to our culture of curiosity, authenticity, and innovation
  • Effective multi-tasker without impacting the quality 

Bonus Points:

  • Experience with GIS Production systems, CAD Environments, and photogrammetry or geospatial software
  • Experience in Agriculture, Construction, Inspection and Surveying, Energy, or Oil & Gas 
  • Experience operating or high level of interest in drones

Life at DroneDeploy

Ranked #5 as a Best Place to Work in the Bay, our team is creative, innovative, and committed to providing our customers the best drone software platform in the industry. We believe in a work environment that empowers everyone to explore, grow, and make an impact.

Perks & Benefits:

Medical, Dental & Vision coverage

Flexible vacation policy

Parental leave

Commuter benefits

Monthly wellness reimbursement

In office yoga

Very dog friendly office

Daily catered lunch & snacks

Beautiful office & private outdoor patio

Office happy hours

DroneDeploy is an equal opportunity employer.

All DroneDeploy employees are responsible for assisting in protecting the company and customer data by following information security policies and procedures.

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Location

1045 Bryant Street, San Francisco, 94103

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