Support Operations Coordinator

The Support Operations Coordinator will manage returns, schedule repairs, and coordinate with various teams to provide excellent customer service.

We’re looking for a Support Operations Coordinator who is accurate, organized, self-motivated, and eager to provide superior service to internal and external customers. This individual would be responsible for moving returns and repairs quickly through the system, scheduling repair field techs to ensure people and parts arrive at the right location, at the right time. This position reports to the Senior Support Operations Manager and will work closely with Customer Support, Manufacturing, Finance, Logistics, Field Installers and End Customers.

How you’ll make an impact:

Create sales orders and RMAs in NetSuite.
Monitor JIRA tickets for completeness and accuracy.
Regularly audit existing RMAs to identify outstanding or stalled items.
Coach and train Support Reps in RMA best practices.
Monitor, track, and analyze inventory of replacement stock to ensure supply levels are adequate.
Answer RMA-related questions.
Document payments and shipments.
Ensure proper routing of returned items to specific engineers or teams.
Research order and return history.
Schedule & coordinate field repairs with customers and field technicians.
Ensure customer acceptance of completed work, including proper documentation of sign-off and satisfaction.
Set up new and update existing customer accounts in our proprietary software.

What would make you a good fit:

2+ years of order management experience.
Experience working with Atlassian Jira, Netsuite, MS Excel, Salesforce, Notion and Google Sheets.
Experience working cross-functionally across technical, ops, and GTM teams.
Drone and manufacturing experience is a plus.
Self-starter with impeccable accuracy, excellent attention to detail, and stellar verbal and written communication skills.

Compensation: At Skydio, our compensation packages for regular, full-time employees include competitive base salaries, equity in the form of stock options, and comprehensive benefits packages. Compensation will vary based on factors, including skill level, proficiencies, transferable knowledge, and experience. Relocation assistance

may also be provided for eligible roles. The annual base salary range for this position is $63,000 - 93,000

*. Fundamentally, we believe that equity is the key to long-term financial growth, and we ensure all regular, full-time employees have the opportunity to significantly benefit from the company's success. Regular, full-time employees are eligible to enroll in the Company’s group health insurance plans. Regular, full-time employees are eligible to receive the following benefits: Paid vacation time, sick leave, holiday pay and 401K savings plan. This position and all associated benefits are subject to applicable federal, state, and local laws, as well as the Company’s policies and eligibility criteria.

*Compensation for certain positions may vary based on the position’s location.