Head of Customer Support

ABOUT THE TEAM

The duty of this organization is to enable our Customers ongoing Mission Readiness. From the moment they say go until the contract is fulfilled. We are only successful when the customers mission is successful.

Mission Readiness is the post-production shared services organization for Anduril. This team supports the Business Lines and Divisions throughout the lifecycle of their product from initial sustainment concept through delivery installation operation repair and return. These service offerings also include providing technical publications training customer support connectivity services and other value-added services. To the degree the Business elects we accept the delegated responsibility for upfront and continued delivery of the committed service solutions. This team endeavors to provide the Business Lines as our internal customers shared mission services that are more efficient and cost effective than if they chose to provide them directly. By offering mission support capabilities and capacity that are not core to the Business the Business can focus resources on addressing the next big need while we ensure existing commitments are met.

ABOUT THE JOB

We are looking for a Head of Customer Support to join our rapidly growing team. As Head of Customer Support youll be leading the effort to scale and formalize Andurils customer support operations across all business lines and products. You will lead the development implementation and management of comprehensive Tier 1 and Tier 2 support strategies that ensure our customers receive world-class service as we deploy and sustain increasingly complex defense technologies globally. This role involves leading and coordinating with cross-functional teams to deliver exceptional customer experiences across diverse geographies varying SLA requirements and multiple product lines. It will require a breadth of understanding of both commercial support best practices and defense/government customer requirements experience managing complex support operations and a deep appreciation for both technical excellence and customer satisfaction. This position is pivotal in ensuring Anduril continues to scale our support capabilities to match our rapid growth in customers products and operational complexity.

We are a fast-growing company and you will be expected to own material and important projects during your time on the team which will have a significant impact on the companys trajectory. Anduril fosters a diverse collaborative culture with plenty of opportunities for ownership and professional growth.

WHAT YOULL DO

• Direct customer support activities across multiple business lines and product portfolios including Tier 1 and Tier 2 operations process development technical oversight and budget management.
• Build scale and lead a high-performing global customer support organization including recruitment training career development and performance management to uplevel team capabilities in line with business growth.
• Implement and maintain support systems tools and infrastructure including incident and case management platforms remote troubleshooting capabilities predictive monitoring and analytics systems and knowledge management databases.
• Develop and execute customer support strategies that accommodate complex geographical requirements varying customer SLA commitments and diverse product technical requirements across hardware and software systems.
• Establish and optimize support processes for root cause analysis corrective action planning escalation management and continuous improvement to drive first-call resolution and customer satisfaction.
• Collaborate with cross-functional teams including engineering product quality program management and field operations to ensure seamless customer experiences and rapid issue resolution.
• Define and track key performance indicators (KPIs) and metrics to measure support effectiveness customer satisfaction and operational efficiency; implement data-driven improvements.
• Partner with Product and Engineering teams to establish feedback loops that translate customer insights and support trends into product improvements and enhanced reliability.
• Develop customer support playbooks standard operating procedures and training materials to ensure consistent high-quality service delivery across all customer touchpoints.
• Influence contract terms SLA definitions and support scope during proposal development and contract negotiations to ensure supportability and operational feasibility.
• Build and manage support operations budget including tooling investments staffing models and vendor partnerships to optimize cost efficiency while maintaining service excellence.
• Problem solve and remove obstacles for your team and internal and external partners. Know how to think critically and engage the right teams to help.
• Communicate effectively to keep internal and external teams informed at all times. Use the necessary channels (Slack email meetings) to ensure stakeholders understand customer issues resolution status and systemic trends.
• Be a team player where no task is too small. Be willing to roll up your sleeves and get the job done. Embrace the startup life.

REQUIRED QUALIFICATIONS

• Bachelors degree in engineering computer science business or related field
• Minimum of 15 years of progressive experience in customer support technical support or customer success roles with at least 8 years in senior leadership positions managing large distributed teams.
• Proven track record of building and scaling customer support organizations in high-growth technology companies
• Deep expertise in customer support operations including Tier 1/Tier 2 support models SLA management incident response remote troubleshooting predictive analytics and case management systems.
• Excellent leadership communication and interpersonal skills with proven ability to influence across organizational boundaries and build strong cross-functional partnerships.
• Eligible to obtain and maintain an active U.S. Secret or Top Secret security clearance.

PREFERRED QUALIFICATIONS

• Advanced degree in engineering computer science business or related field
• Experience in aerospace defense or hardware/software companies strongly preferred
• Demonstrated experience managing complex multi-geography support operations with diverse customer segments and varying service level requirements.
• Strong technical acumen with the ability to understand complex hardware and software systems engage with engineering teams at a technical level and drive root cause analysis and corrective actions.
• Experience with modern support platforms tools and customer portals (e.g. Zendesk ServiceNow Salesforce Service Cloud JIRA Service Management) and data analytics for operational insights
• Strong ability to work in an unstructured fast-paced environment; startup or high-growth company experience highly preferred.
• Strong outcome orientation with the ability to drive initiatives from inception to implementation and adoption. Willing and able to dive into tactical execution mode when needed to move the effort forward.
• Experience supporting government or DoD customers with understanding of federal acquisition contracting and support requirements preferred.

The salary range for this role is an estimate based on a wide range of compensation factors inclusive of base salary only. Actual salary offer may vary based on (but not limited to) work experience education and/or training critical skills and/or business considerations. Highly competitive equity grants are included in the majority of full time offers; and are considered part of Andurils total compensation package. Additionally Anduril offers top-tier benefits for full-time employees including:

Benefits

At Anduril we invest in our people. Our comprehensive competitive benefits package (available at little to no cost to employees) ensures youre supported in health recovery and whatever comes next.For more information Explore Our Benefits.

Data Privacy

To view Andurils candidate data privacy policy please visit submitting your application you consent to Anduril Industries using a third-party service provider to conduct pre-employment risk integrity and due diligence screening and assessing potential risks as part of your application process. This third-party service provider provides risk-intelligence services that may include analysis of sanctions and watchlists adverse media public-record information and other lawful open-source or commercial data sources. This third-party service provider does not act as a consumer reporting agency. Use of this provider helps to ensure compliance with applicable laws and protect technology intellectual property and organizational security.