Job Overview

We are seeking a Customer Success Lead to join our team supporting Saronic's 150+ ft. Marauder platform. In this role, you will serve as the first point of contact for our customers, providing frontline technical support and general assistance.

Drawing on your technical aptitude and customer service background, you will handle inbound cases across multiple channels, work through guided troubleshooting, and route complex issues to the appropriate engineering or field support teams. You will also participate in internal product training to build deep familiarity with our platforms.

Responsibilities

• Serve as the primary point of contact for inbound customer inquiries and support requests via phone, email/ticketing, and chat/Slack. Deliver timely, professional, and accurate responses to ensure a positive customer experience
• Work customers through structured troubleshooting workflows for hardware, software, and operational issues affecting Saronic USVs and related systems. Document findings and outcomes in Salesforce (SFDC)
• Triage and route inbound cases to the appropriate support tier. Escalate vessel and mechanical issues to the appropriate team(s)
• Accurately log all customer interactions, troubleshooting steps, and resolutions in Salesforce and internally developed support tools. Maintain clean case records to support reporting and continuous improvement
• Participate in Saronic's internal training programs to develop working knowledge of MUSV systems, operational procedures, and support protocols
• Capture and communicate customer feedback to internal teams. Identify recurring issues and contribute to the development of knowledge base articles and support documentation
• Identify patterns in inbound contacts and recommend improvements to support workflows, escalation paths, and self-service resources

Qualifications

• 2-4 years of experience in a technical support, customer support, or help desk role supporting complex or technical products
• Demonstrated ability to troubleshoot technical issues using structured, guided processes, with a willingness to learn new systems and platforms
• Experience working in an omni-channel support environment handling phone, email, and chat contacts
• Proficiency with CRM or ticketing platforms; Salesforce (SFDC) experience strongly preferred
• Strong written and verbal communication skills with the ability to translate technical information for a range of audiences
• Organized and detail-oriented, with the ability to manage multiple open cases simultaneously and maintain accurate records
• Ability to work effectively in a fast-paced, dynamic environment with evolving products and processes
• Genuine curiosity about technology and a strong desire to build product expertise over time

Physical Demands

• Prolonged periods of sitting at a desk and working on a computer
• Occasional standing and walking within the office
• Manual dexterity to operate a computer keyboard, mouse, and other office equipment
• Visual acuity to read screens, documents, and reports
• Occasional reaching, bending, or stooping to access file drawers, cabinets, or office supplies
• Lifting and carrying items up to 20 pounds occasionally (e.g., office supplies, packages)

Benefits:

Medical Insurance: Comprehensive health insurance plans covering a range of services

Saronic pays 100% of the premium for employees and 80% for dependents

Dental and Vision Insurance: Coverage for routine dental check-ups, orthodontics, and vision care

Saronic pays 100% of the premium under the basic plan for employees and 80% for dependents

Time Off: Generous PTO and Holidays

Parental Leave: Paid maternity and paternity leave to support new parents

Competitive Salary: Industry-standard salaries with opportunities for performance-based bonuses

Retirement Plan: 401(k) plan with company match

Stock Options: Equity options to give employees a stake in the company's success

Life and Disability Insurance: Basic life insurance and short- and long-term disability coverage

Pet Insurance: Discounted pet insurance options including 24/7 Telehealth helpline

Additional Perks: Free lunch benefit and unlimited free drinks and snacks in the office

This role requires access to export-controlled information or items that require "U.S. Person" status. As defined by U.S. law, individuals who are any one of the following are considered to be a "U.S. Person": (1) U.S. citizens, (2) legal permanent residents (a.k.a. green card holders), and (3) certain protected classes of asylees and refugees, as defined in 8 U.S.C. 1324b(a)(3).