Head of Customer Support

We are looking for a Head of Customer Support to join our rapidly growing team. As Head of Customer Support, you'll be leading the effort to scale and formalize Anduril's customer support operations across all business lines and products.

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.

As a member of our team, you will:

• 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.