Customer Support Specialist

The Fourth Law (TFL) — develops autonomy modules for robotic systems. Our current focus is on building full autonomy for FPV drones, broken down into gradual deliveries. Our first product is already in use and receiving great reviews. We’re now looking for a skilled Customer Support Specialist.

Our culture values smart, hardworking, kind, and proactive individuals eager to learn and improve. If you need to be proud of the result of your work and impact on improving the future — join us!

Requirements:

• 3+ years of experience as a Support Manager or similar senior sales role. Experience with or understanding of the military sector is a strong advantage;
• Experience in building and scaling customer support operations;
• Technical proficiency in UAV operations, including piloting FPV Quadcopters and understanding of UAV principles and technical specifications;
• Excellent communication and interpersonal skills, with a customer-centric approach;
• Fluent in Ukrainian, at least B2 in English;
• Willingness to occasionally travel for customer visits or industry events.

Responsibilities:

• Establish and lead the customer support department from scratch;
• Develop and execute the customer support strategy, policies, and procedures tailored to UAV technology, ensuring exceptional service delivery;
• Define service level agreements (SLAs) and performance metrics to enhance customer satisfaction and operational efficiency;
• Collaborate closely with engineering teams to resolve complex technical issues and drive product improvements based on customer feedback;
• Implement and optimize customer support tools and systems (CRM, etc).

Benefits:

• Self-development and assistance;
• Market salary;
• Remote work with flexible hours;
• Various types of cooperation (full-time, project cooperation, volunteering);
• 24 paid days off per year;
• Benefits of the defense sector (reservation, etc).