The Fourth Law (TFL) is an autonomous robotics company focused on solving massively scalable autonomy for defensive FPV drones. The company has offices in the US, the EU, and Ukraine and is on a mission to increase the defensive capabilities of the Free World. Its name is a reference to Isaac Asimov’s three laws of robotics and the search for an enigmatic Fourth Law. The role We’re hiring a Head of Customer Support to build and lead a world-class support function for a complex hardware + software product used in mission-critical environments. You’ll own the full support system: processes, tooling, team, quality, and feedback loops into Product/R&D—so customers get fast, competent help and the product gets better every week. Key Responsibilities * Build and lead the customer support organization (hiring, onboarding, training, performance). * Own support strategy and operating cadence: intake → triage → resolution → postmortems → product feedback. * Establish SLAs, escalation paths, and “severity” definitions for urgent issues. * Create and maintain support playbooks, knowledge base, and troubleshooting guides. * Partner with Engineering/Product/Ops on bug triage, hardware returns, root-cause analysis, and release readiness. * Implement and own tooling (ticketing system, macros, reporting, analytics dashboards). * Track and improve KPIs (first response time, resolution time, CSAT, reopen rate, backlog health). * Build a customer feedback loop: convert recurring issues into product requirements and reliability improvements.
Required Skills & Experience * 6+ years in customer support / customer success / technical operations, including 2+ years leading teams. * Experience supporting technical products (hardware + software, robotics, embedded, or similar). * Strong incident management and escalation judgment; calm and structured under pressure. * Excellent written and verbal communication; able to explain complex things clearly. * Experience implementing ticketing/KB tooling and designing scalable workflows. * Working English required (Ukrainian is a strong plus).
Nice to Have * Experience in defense, security, aerospace, robotics, or other high-reliability environments. * Familiarity with RMA/returns workflows and hardware diagnostics. * Experience supporting enterprise/government customers with complex stakeholder maps.
We Offer * Self-development and assistance. * Market salary. * Flexible/hybrid working hours. * 24 paid days off per year + 14 additional days off for veterans.
