Senior Customer Support Manager, Robotics
Required skills
- technical support
- robotics
- customer escalations
- incident response
- SLA performance
- workforce planning
- capacity requirements
- case ownership
- follow-up standards
- customer communication
Nice to have
- relocation assistance
- bonus
- equity
Role summary
Locus Robotics is seeking a Senior Customer Support Manager to lead their technical support team for global customers. This hybrid role in Wilmington, MA, involves strategic and operational leadership, team development, complex escalation management, and driving service quality. The manager will collaborate with cross-functional teams to shape customer support strategy and improve the customer experience. Responsibilities include leading, coaching, and developing the support team, managing daily operations and SLAs, leading incident response, and driving continuous improvement. Qualifications include 5+ years of experience leading technical support for integrated hardware/software solutions and proven experience in major incident response.
At Locus Robotics, we build AI-powered systems and intelligent robots that keep global supply chains running. Our platform combines advanced AI, real-time decision-making, and autonomous robotics to help leading companies improve efficiency, scale operations, and adapt to constant change.
Locus Robotics is a place to do meaningful work with real-world impact, where your ideas move quickly from concept to deployment. We invest in our people, encourage continuous learning, and give you the opportunity to grow your career while building technology that is used every day at global scale.
Step into a high-impact leadership role at the forefront of robotics. Lead the team delivering exceptional technical support to global Locus Robotics customers and help scale a world-class support organization. As Senior Customer Support Manager, Robotics, you’ll provide strategic and operational leadership for our Robotics Support Specialists (RSS) team, setting the direction, priorities, and standards for how we support our customers. You’ll build and develop a high-performing team, lead complex customer escalations and incident management, drive service quality and operational performance, and strengthen the processes and capabilities needed to scale. Working closely with customers and cross-functional leaders, you’ll play a key role in shaping the customer support strategy and experience as Locus continues to grow.
Location: This is a hybrid role based at our Corporate Headquarters in Wilmington, MA, with three days onsite per week. Candidates must be local to the area. Relocation assistance is not available.
Work Authorization: Open to candidates who are eligible to work in the United States. Locus does not sponsor new initial H-1B lottery filings.
Standard schedule: Monday through Friday, 8:00 a.m. to 5:00 p.m. ET, with flexibility to support critical incidents outside of regular business hours as needed.
Responsibilities
Qualifications
The expected base salary range for this role is $100,000 - $200,000 annually, based on external market data, plus bonus and equity. Actual offers will depend on factors such as the candidate’s experience, education, training, key or critical skills, geographic location, and current market and business conditions
Additional Information
Locus Robotics is an equal opportunity employer.
Application Fraud Detection Notice: To help maintain a fair and secure hiring process, Locus Robotics may use AI-assisted and other automated tools to detect suspected fraud, misrepresentation, or misuse of the application process. Hiring decisions are not made solely by automated means unless otherwise disclosed where required by law.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
