Head Of Customer Support & After Sales (UAV)

Position Title: Head Customer Support & After-Sales (UAV)

Years of Experience: 6-8 Year

Work Model: Work From Office

Location: Bhopal

About Us: At IZI, we are building the next generation of drones and creator technology. Our

mission is to make cutting-edge aerial technology accessible while delivering high-performance

products for both enthusiasts and professional users.

As our product ecosystem grows, building a strong after-sales and support infrastructure

becomes critical. We are looking for a Head Customer Support & After-Sales who can lead

and scale our service operations for UAV products across India.

Key Responsibilities:

1. Customer Support Operations

Lead the customer support team handling calls, email, WhatsApp, and chat support

Ensure timely resolution of customer queries and complaints

Establish clear service workflows, escalation processes, and service policies

Monitor KPIs such as response time, resolution time, and ticket backlog

2. After-Sales & Repair Management

Oversee repair and service operations for drone products and accessories

Establish processes for RMA, warranty management, and service requests

Improve repair turnaround times and service quality

3. Team Leadership

Build and manage the customer support and technical support teams

Define KPIs, SOPs, and performance standards

Train teams on product knowledge and service processes

4. Service Ecosystem Development

Develop and manage authorized service partners across India

Ensure availability of spare parts, service tools, and repair infrastructure

Coordinate service support with distributors and channel partners

5. Customer Experience & Service Systems

Improve the end-to-end customer service journey

Implement and optimize CRM / ticketing systems

Analyze service data to identify recurring product issues

6. Cross-Functional Collaboration

Work closely with engineering, product, and operations teams to resolve technical

issues

Provide structured feedback from customer service insights to product teams

Support customer training and product education initiatives

Qualifications

Bachelor's degree in Engineering (Electronics / Mechanical / Robotics / related fields)

68 years experience in customer support, service operations, or after-sales management

Experience in electronics, drones, robotics, or hardware products preferred

Strong understanding of technical troubleshooting and repair workflows

Experience managing service teams and service networks

Familiarity with CRM systems, ticketing tools, and service KPIs

Key Skills

Customer Support Leadership

After-Sales & Service Operations

Technical Troubleshooting Management

Repair Center & RMA Processes

Team Leadership & Training

Customer Experience Improvement

HR Team

IZI Ventures