Customer Service Manager

At Watney Robotics, we build and deploy advanced autonomous robotic systems and infrastructure automation to support the world's largest hyperscalers and critical compute environments. We are scaling rapidly to meet massive infrastructure demands, and we believe that exceptional hardware must be backed by world-class client support, technical troubleshooting guidance, and operational coordination.

Position Overview

We are seeking a strategic, highly organized, and technically inclined Customer Service Manager to lead our remote client support and account communications operations.

In this role, you will be the primary advocate for our enterprise partners and clients, ensuring seamless onboarding, responsive technical issue resolution, and streamlined communication between our clients and our internal engineering and deployment teams. This is a 100% remote position offering the chance to shape support infrastructure at a fast-growing, cutting-edge robotics company.

Key Responsibilities

1. Leadership & Operations

• Build, scale, and manage our remote customer support framework, defining SLAs, communication protocols, and escalation paths for enterprise clients.
• Mentor, guide, and support customer support or technical success specialists as the team expands.
• Track support metrics, ticket resolution times, and client satisfaction scores to continuously drive operational efficiency.

2. Client Support & Technical Liaison

• Serve as an escalation point for high-priority client inquiries, troubleshooting requests, and deployment updates.
• Collaborate closely with our robotics engineering, product, and field deployment teams to translate complex technical feedback into clear action items.
• Manage client onboarding materials, user manuals, and knowledge base documentation to facilitate smooth system adoption.

3. Process Improvement

• Implement modern CRM, helpdesk, and ticketing tools to optimize support workflows.
• Gather customer insights to help product and engineering teams prioritize features, updates, and maintenance schedules.

Qualifications & Requirements

• Experience: 2+ years of customer service or technical support experience, with at least 2 years in a management or team-lead role.
• Industry Background: Prior experience working in B2B SaaS, deep tech, hardware, robotics, or complex enterprise infrastructure environments is heavily preferred.
• Technical Aptitude: Comfort learning complex robotic systems, automation workflows, and technical terminology to effectively communicate troubleshooting steps.
• Communication: Exceptional written and verbal communication skills, with the ability to distill technical details for non-technical stakeholders.
• Remote Work Capability: Demonstrated ability to manage time effectively, operate independently, and lead distributed workflows in a fast-paced environment.