Customer Success Specialist

Job Description

Job Description

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 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.

You in This Role As a Customer Success Specialist at Unusual Machines, you will serve as a key connection point between our customers and our brands—supporting 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-focused—someone 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.

A Day in the Life
• 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

What You'll Do
• 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

What You'll Bring

Required:
• 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

Preferred:
• 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

What Makes You a Great Fit
• 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

What You'll Gain
• 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.

Candidates must be a US Citizen or permanent resident to be eligible for employment