Were looking for a Customer Service Team Lead to establish and operate the backbone of our service activities. This is a build-and-run position in a multidisciplinary defense technology environment-supporting deployed systems across multiple geographies and ensuring our customers missions never miss a beat.
Youll work directly with our end-users and customers, lead day-to-day service operations, and build the entire service infrastructure - from tools and processes to reporting and escalation frameworks. The ideal candidate combines very strong technical depth in hardware-software integrated systems with operational discipline and clear communication.
Key Responsibilities:
Build the Service Infrastructure: Develop and implement the systems, processes, and tools for service operations, including ticketing, knowledge bases, training materials, escalation paths, and performance metrics.
Operational Support Management: Oversee and orchestrate the resolution of customer inquiries, system issues, and post-deployment support, ensuring prompt, high-quality, and compliant delivery."
Global Mission Support: Manage and coordinate service for systems deployed across multiple regions, maintaining uptime, reliability, and customer confidence.
Cross-Functional Collaboration: Partner closely with Product Managers and Engineering to translate field feedback into actionable product improvements and feature enhancements.
Documentation & Compliance: Maintain precise service records, update system documentation, and ensure adherence customer standards.
Data & Reporting: Define and track key metrics and communicate results internally.
Scalability & Growth: Establish the foundation for future scaling, including structure, training materials, and operational frameworks.
Requirements: 5+ years of experience leading and managing customer service operations for complex, multidisciplinary systems, with a proven track record in the defense, aerospace, or advanced technology sectors.
Demonstrated success in building service processes or infrastructure from the ground up, including SLA and KPI definition.
Strong technical background in hardware-software integrated systems, or multidisciplinary platforms, with proven ability to troubleshoot and communicate technical issues effectively. (Candidates whose experience is limited to SaaS, IT systems, or software-only environments will not be successful in this role).
Experience working directly with customers and operate in the field, including travel to customer sites when required.
Experience supporting or interfacing with defense, government, or enterprise-level technical customers.
Excellent communication skills and high competency in English, both written and spoken.
Familiarity with service management or CRM platforms.
Eligible for or holding a security clearance.
This position is open to all candidates.