IZI
Website:
izicart.com
Job details:
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)
• 6–8 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
Click on Apply to know more.