Head of Customer Support

ABOUT THE TEAM

The duty of this organization is to enable our Customers ongoing Mission Readiness. From the moment they say 'go until the contract is fulfilled. We are only successful when the customer's mission is successful.

Mission Readiness is the post-production shared services organization for Anduril. This team supports the Business Lines and Divisions throughout the lifecycle of their product, from initial sustainment concept through delivery, installation, operation, repair and return. These service offerings also include providing technical publications, training, customer support, connectivity services and other value-added services. To the degree the Business elects, we accept the delegated responsibility for upfront and continued delivery of the committed service solutions. This team endeavors to provide the Business Lines, as our internal customers, shared mission services that are more efficient and cost effective than if they chose to provide them directly. By offering mission support capabilities and capacity that are not core to the Business, the Business can focus resources on addressing the next big need while we ensure existing commitments are met.

ABOUT THE JOB

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. You will lead the development, implementation, and management of comprehensive Tier 1 and Tier 2 support strategies that ensure our customers receive world-class service as we deploy and sustain increasingly complex defense technologies globally. 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. This position is pivotal in ensuring Anduril continues to scale our support capabilities to match our rapid growth in customers, products, and operational complexity.

We are a fast-growing company and you will be expected to own material and important projects during your time on the team, which will have a significant impact on the company's trajectory. Anduril fosters a diverse, collaborative culture with plenty of opportunities for ownership and professional growth.

WHAT YOULL DO

• 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 >The salary range for this role is an estimate based on a wide range of compensation factors, inclusive of base salary only. Actual salary offer may vary based on (but not limited to) work experience, education and/or training, critical skills, and/or business considerations. Highly competitive equity grants are included in the majority of full time offers; and are considered part of Anduril's total compensation package. Additionally, Anduril offers top-tier benefits for full-time employees, including:

  Benefits

  At Anduril, we invest in our people. Our comprehensive, competitive benefits package (available at little to no cost to employees) ensures youre supported in health, recovery, and whatever comes next. For more information, Explore Our Benefits.

  Protecting Yourself from Recruitment Scams

  Anduril is committed to maintaining the integrity of our Talent acquisition process and the security of our candidates. We've observed a rise in sophisticated phishing and fraudulent schemes where individuals impersonate Anduril representatives, luring job seekers with false interviews or job offers. These scammers often attempt to extract payment or sensitive personal information.

  To ensure your safety and help you navigate your job search with confidence, please keep the following critical points in mind:

  • No Financial Requests: Anduril will never solicit payment or demand personal financial details (such as banking information, credit card numbers, or social security numbers) at any stage of our hiring process. Our legitimate recruitment is entirely free for candidates.

  • Please always verify communications:
    • Direct from Anduril: If you receive an email from one of our recruiters, it will only come from an @anduril.com address.
    • Via Agency Partner: If contacted by a recruiting agency for an Anduril role, their email will clearly identify their agency. If you suspect any suspicious activity, please verify the agency's authenticity by reaching out to contact@anduril.com.

  • Exercise Caution with Unsolicited Outreach: If you receive any communication that appears suspicious, contains grammatical errors, or makes unusual requests, do not engage. Always confirm the sender's email domain is @anduril.com before providing any personal information or clicking on links.

  • What to Do If You Suspect Fraud: Should you encounter any questionable or fraudulent outreach claiming to be from Anduril, please report it immediately to contact@anduril.com. Your proactive caution is invaluable in protecting your personal information and upholding the security and trustworthiness of our recruitment efforts.

  Data Privacy

  To view Anduril's candidate data privacy policy, please visit https://anduril.com/applicant-privacy-notice/.

  By submitting your application, you consent to Anduril Industries using a third-party service provider to conduct pre-employment risk, integrity, and due diligence screening and assessing potential risks as part of your application process. This third-party service provider provides risk-intelligence services that may include analysis of sanctions and watchlists, adverse media, public-record information, and other lawful open-source or commercial data sources. This third-party service provider does not act as a consumer reporting agency. Use of this provider helps to ensure compliance with applicable laws and protect technology, intellectual property, and organizational security.