Customer Support

• Deliver world-class customer support, troubleshoot complex RC electronics and mechanical issues, and provide innovative product solutions.
• Diagnose technical issues, answer product compatibility questions, and offer knowledgeable advice across a vast catalog of RC cars, aircraft, and hobby electronics.
• Investigate return inquiries, issue Return Merchandise Authorization (RMA) numbers, and process customer refunds, credits, or exchanges based on established company guidelines.
• Recognize and document recurring product issues or customer service trends, proactively alerting the CS Manager.

Customer Service RC Technical Expert

• Customer Success and Support Lead serves as an experienced individual contributor within a team, with the expectation that you will further develop your leadership, guidance, and mentoring skills
• You will be responsible for driving customer engagement and requirements management with minimal oversight
• In this role, you will impact long-term program goals by bridging the gap between technical teams and end-users, ensuring a seamless onboarding journey and robust support ecosystem
• You will utilize strong influential skills to mentor junior staff and drive process improvements across the program
• Exhibits an extensive understanding of requirements and dependencies and develops documentation associated with project/program requirements, scope, process, and operations
• Own the end-to-end user onboarding process
• Define key touchpoints from initial technical discovery to post-onboarding nurturing, ensuring users are supported throughout their lifecycle
• Own the support ticket platform roadmap
• Coordinate with vendor engineering teams to translate user and stakeholder feedback into actionable system improvements
• Present analysis results and program status to key stakeholders
• Build relationships with leadership and summarize complex initiatives into high-level, actionable insights
• Lead monthly user orientation sessions and office hours, including identifying target audiences, proactive outreach, topic development, coordinating vendor presentations, and promoting events to ensure high adoption rates
• Lead the development of innovative solutions for program roadblocks, identify risks, and offer proactive mitigations
• Effectively communicates with internal and external stakeholders to communicate status, obtain clarification, and address risks
• Partner with internal teams to strategize and plan engagement activities, align on upcoming initiatives, identifying gaps and opportunities for program improvement

Customer Support jobs in North America

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Customer Service RC Technical Expert

Customer Success Lead