Customer Success Specialist- II - INSPIRED FLIGHT TECHNOLOGIES : Job Details

Company Description Inspired Flight's Purpose Statement says it all - Conserving resources, creating jobs, and saving lives by innovating the American drone manufacturing industry. Founded in San Luis Obispo, California our entirely U.S. based team designs, builds and supports highly capable and flexible drone platforms for both commercial and government customers. Job Description Inspired Flight is looking for a Customer Success Specialist to continue supporting our mission of providing world-class customer support. The Customer Success Specialist manages customer support interactions, providing a thoughtful and high-touch experience for customers deploying Inspired Flight products. As the first point of contact for our customers in the field, this position requires excellent communication, organization, and technical skills to understand and diagnose issues. The ideal candidate has UAV experience and is capable of performing flight log analysis and providing troubleshooting tips on-the-fly. As a smaller team that wears multiple hats, the ideal candidate is able to manage multiple tasks concurrently. The CS Specialist manages all facets of the customer experience and works with the Flight Operations Team to improve training materials and user documentation. This position works closely with Sales Operations to facilitate the handoff of customer account management to ensure successful adoption of the product and best position the company for increased future business. This position is perfect for anyone looking for a technical customer-facing role with growth opportunities in a dynamic rapidly growing company. Typical responsibilities:

• Facilitate the customer onboarding process from product delivery through to successful execution of their first mission
• Troubleshoot Inspired Flight products via phone and email
• Continual improvement of UX Technical Documentation
• Manage warranty and Return Merchandise Authorization processes
• Establish feedback loops between customer field experiences and internal product and engineering teams to drive continuous improvement
• Own the ongoing maintenance and updates of the online customer support center to ensure accuracy, usability, and relevance.

• Design and implement scalable systems and processes to enhance customer support and success operations
• Serve as an external ambassador for the Inspired Flight brand, representing the company with professionalism and integrity across customer, industry, and partner engagements

You'll excel in this role if you have:

• History with hardware-based technology businesses
• Use drones for industrial or government purposes
• Familiarity with Freshdesk or other support ticketing systems
• Strong communication & critical thinking skills
• UAV Pilot experience and/or an FAA Part 107 License
• Prior experience technical customer support or solutions engineering

Education/Experience Requirements:

• Associates or bachelors degree in relevant field or at least two years of related experience and/or training; or equivalent combination of education and experience.

Salary & Benefits Offered

• $68k - 75k DOE
• Unlimited Paid Time Off
• World Class Health, Dental, Vision Insurance Plan
• Monthly cell phone stipend
• 401k w/ 6% company match
• Equity Stock Options
• Quarterly Team Bonus Plan

Location This is an in-office position for hire at Inspired Flight's HQ. Potential travel is available for enhanced learning experience with Inspired Flight customers & products. Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee may need to sit and stand for long periods; talk, hear, and use hands and fingers to operate a computer and telephone. Equal Opportunity Employer Inspired Flight is deeply committed to building a workplace where inclusion is not only valued, but prioritized. We pride ourselves on being an equal opportunity employer that seeks to create a welcoming and diverse environment. All applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, or expression, family status, marital status, sexual orientation, national origin, genetics, neurodiversity, age, or veteran status, or any other non-merit based or legally protected grounds. The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.