Customer Success Specialist

Customer Success Specialist

Orlando, Florida

Unusual Machines is a U.S.-based drone and drone parts company focused on the small and First-Person View (FPV) segments of the drone market. Our brands - Rotor Riot and Fat Shark - are two of the most respected names in FPV and have helped shape the industry through e-commerce, product development, and a deep connection with the pilot community.

We're expanding into enterprise and defense - bringing our obsessive attention to performance, design, and U.S.-based manufacturing into high-stakes environments like search and rescue, STEM education, and military innovation. With several of our products already approved by the Defense Innovation Unit, we're solving procurement issues for customers who demand speed, agility, and compliance.

If you love working at the intersection of community, content, and cutting-edge technology, you'll feel right at home here.

As a Customer Success Specialist at Unusual Machines, you will serve as a key connection point between our customers and our brandssupporting both consumer enthusiasts and enterprise partners across Rotor Riot, Fat Shark, and our broader ecosystem. You'll operate at the intersection of customer support, technical troubleshooting, and relationship management, ensuring every interaction delivers a high-quality, solutions-oriented experience.

This role is ideal for someone who is both technically curious and customer-focusedsomeone who enjoys solving problems, building relationships, and working hands-on with FPV drone technology. You're just as comfortable helping a hobbyist troubleshoot their setup as you are supporting an enterprise partner with urgency and professionalism.

You'll play a critical role in shaping the customer experience, improving internal processes, and identifying opportunities to strengthen long-term customer relationships in a fast-paced, high-growth environment.

Responding to customer inquiries across email, chat, and support platforms

Troubleshooting FPV drone, headset, and component issues for customers of varying skill levels

Managing order-related questions including shipping updates, returns, and warranties

Supporting enterprise customers with timely, high-touch service and proactive communication

Processing returns, exchanges, and replacements while minimizing customer downtime

Working in NetSuite and Shopify to review orders, inventory, and fulfillment status

Partnering with Account Managers to identify upsell or cross-sell opportunities

Collaborating with operations, product, and engineering to resolve complex issues

Documenting customer interactions and identifying recurring trends or product feedback

Contributing to knowledge base articles and internal support documentation

Provide high-quality, timely customer support across multiple channels

Troubleshoot and resolve technical issues related to FPV drones and related systems

Manage order inquiries including shipping, returns, warranties, and product questions

Handle complex returns and logistics for high-volume and enterprise customers

Support enterprise accounts with a relationship-first, proactive approach

Partner with Account Managers to identify growth opportunities within existing accounts

Utilize NetSuite and Shopify to manage orders, inventory visibility, and workflows

Collaborate cross-functionally to resolve issues and improve the customer experience

Maintain accurate records of customer interactions and support activity

Identify trends, recurring issues, and opportunities for product or process improvement

Contribute to support documentation, FAQs, and knowledge base content

Act as the voice of the customer by sharing feedback and insights internally

2+ years of experience in customer success, customer support, or account management

Strong interest in or hands-on experience with FPV drones, UAVs, or consumer electronics

Ability to troubleshoot technical issues and clearly communicate solutions

Excellent written and verbal communication skills

Strong organizational skills and ability to manage multiple priorities

Customer-first mindset with a focus on long-term relationship building

Ability to operate in a fast-paced, dynamic environment

Hands-on experience with FPV drone systems, components, or builds

Familiarity with firmware such as Betaflight, INAV, or ArduPilot

Understanding of radio and video systems (ELRS, Crossfire, analog/digital FPV)

Experience supporting both B2C and B2B / enterprise customers

Experience with ERP and e-commerce tools (NetSuite, Shopify, or similar)

Ability to manage high-volume orders, inventory visibility, and logistics workflows

Experience identifying upsell and cross-sell opportunities within customer accounts

Data-driven mindset with interest in improving processes and customer experience

You're both technically curious and customer-obsessed

You enjoy solving problems and helping people succeed

You can seamlessly switch between consumer support and enterprise-level interactions

You think beyond transactions and focus on building lasting relationships

You're proactive, resourceful, and comfortable figuring things out in real time

Opportunity to work with leading brands in the FPV and drone space

Exposure to both consumer and enterprise customer environments

Hands-on experience with cutting-edge drone and FPV technology

Collaboration with cross-functional teams across operations, product, and engineering

Ability to directly impact customer satisfaction and brand loyalty

Growth opportunities within a fast-scaling, technology-driven company

Compensation $ 65,000-70,000

Benefits

• Equity is included for all exempt positions
• Medical, Dental, and Vision Benefits
• 401(k)
• Unlimited PTO
• Paid Holidays
• Daily Catered Lunches

We are an equal opportunity employer that does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

Unusual Machines participates in E-Verify. E-Verify is an Internet-based system that compares information from an employee's Form I-9, Employment Eligibility Verification, to data from U.S. Department of Homeland Security and Social Security Administration records to confirm employment eligibility.