• Deliver exceptional customer service by handling inbound calls, emails, and customer inquiries with professionalism and enthusiasm. • Educate potential customers on available services, procedures, and solutions while creating a positive customer experience. • Build strong customer relationships and represent the brand professionally during every interaction. • Convert qualified inbound and outbound sales opportunities into booked services while maintaining strong sales performance and close-rate metrics. • Follow established sales processes, contact center procedures, and quality standards to ensure operational excellence. • Accurately document customer interactions and maintain records within CRM and internal systems. • Collaborate with team members to achieve performance goals, customer satisfaction targets, and key business KPIs. • Demonstrate reliability, accountability, and consistent attendance while thriving in a fast-paced remote sales environment.

• Deliver exceptional customer service by handling inbound calls, emails, and customer inquiries with professionalism and enthusiasm. • Educate potential customers on available services, procedures, and solutions while creating a positive customer experience. • Build strong customer relationships and represent the brand professionally during every interaction. • Convert qualified inbound and outbound sales opportunities into booked services while maintaining strong sales performance and close-rate metrics. • Follow established sales processes, contact center procedures, and quality standards to ensure operational excellence. • Accurately document customer interactions and maintain records within CRM and internal systems. • Collaborate with team members to achieve performance goals, customer satisfaction targets, and key business KPIs. • Demonstrate reliability, accountability, and consistent attendance while thriving in a fast-paced remote sales environment.

• Handle inbound call volume, with expectations of taking about 30-35 post-sales calls/chats per day • Provide single call resolution on all calls and handling escalations to the best of your ability • Maintain excellent customer service standards through call quality, problem-solving, ownership over any customer issue, and going above & beyond to address all needs • Maintain customer records by logging and retaining correct and precise information in Salesforce.com • Identify website, process, product page, post-call related inefficiencies or bugs and report them using ServiceNow • Work with a team of 5-10 Customer Experience representatives • Success will be measured through call quality, calls per hour, adherence to schedule and de-escalation metrics every month • Demonstrate strong verbal communication skills with the ability to engage customers • Attend all scheduled small group trainings • Complete all Brand Sales Trainings each month

• Act as the product specialist liaison between Skydio and our customers by proactively responding to advanced technical support questions. • Be a technical product knowledge resource to training and content teams, working collaboratively to improve customer self-help. • Work closely with Skydio Product and Cloud Operations teams to become an expert on Skydio’s products, processes, operational best practices, and product roadmap to ensure customer needs are reflected in product enhancements. • Develop field support processes that define and accelerate our escalation and debugging workflows. • Reduce the number of technical escalations into engineering groups by developing effective triage and resolution techniques. • Provide on-site training to customers in the areas of maintenance and operation techniques relevant to the UAS aircrafts and docks. • Proactively participate with both internal support leaders and cross-function Eng and Product teams in building support processes that improve and enhance customer experience. • Troubleshoot UAS Command and Control (C2) and Cloud networking issues using your knowledge of the Internet protocols, cellular modems and wireless point-to-point radios in everything from Enterprise to IoT infrastructure to help customers maximize the useful value of their UAS fleet. • Stay current with network product and industry trends, working with product, engineering and business partners to align on our network strategy and best practices for Skydio Docks and Remote Flight Operations.