--- title: 'Senior Customer Support Manager, Robotics at Locus Robotics' canonical: 'https://feeny.ai/job/senior-customer-support-manager-robotics-locus-robotics-wilmington-ap7rad05mr0b' type: 'job' last_seen: '2026-11-07' --- # Senior Customer Support Manager, Robotics at Locus Robotics - **Company:** Locus Robotics - **Location:** Wilmington, MA - **Posted:** 2026-11-05 - **Last confirmed live:** 2026-11-07 - **Apply:** https://job-boards.greenhouse.io/locusrobotics/jobs/5275169007 ## Job description At Locus Robotics, we build AI-powered systems and intelligent robots that keep global supply chains running. Our platform combines advanced AI, real-time decision-making, and autonomous robotics to help leading companies improve efficiency, scale operations, and adapt to constant change. Locus Robotics is a place to do meaningful work with real-world impact, where your ideas move quickly from concept to deployment. We invest in our people, encourage continuous learning, and give you the opportunity to grow your career while building technology that is used every day at global scale. Step into a high-impact leadership role at the forefront of robotics. Lead the team delivering exceptional technical support to global Locus Robotics customers and help scale a world-class support organization. As Senior Customer Support Manager, Robotics, you’ll provide strategic and operational leadership for our Robotics Support Specialists (RSS) team, setting the direction, priorities, and standards for how we support our customers. You’ll build and develop a high-performing team, lead complex customer escalations and incident management, drive service quality and operational performance, and strengthen the processes and capabilities needed to scale. Working closely with customers and cross-functional leaders, you’ll play a key role in shaping the customer support strategy and experience as Locus continues to grow. Location: This is a hybrid role based at our Corporate Headquarters in Wilmington, MA, with three days onsite per week. Candidates must be local to the area. Relocation assistance is not available. Work Authorization: Open to candidates who are eligible to work in the United States. Locus does not sponsor new initial H-1B lottery filings. Standard schedule: Monday through Friday, 8:00 a.m. to 5:00 p.m. ET, with flexibility to support critical incidents outside of regular business hours as needed. ## Responsibilities - Lead, coach, and develop the RSS Team, establishing clear expectations, accountability, and development plans. - Own daily support operations and SLA performance, aligning team priorities and resources with customer needs. - Lead critical incident response and escalation management, driving cross-functional coordination, communication, timely resolution, and follow-through. - Set priorities for operational excellence, automation, and continuous improvement to strengthen service quality and scale support delivery. - Lead and contribute to cross-functional projects and key initiatives, driving execution against agreed priorities, timelines, and outcomes - Partner with Engineering, Customer Success Management, Field Services and other internal stakeholders to address recurring issues and improve the customer support experience. - Use support metrics to guide operational decisions, workforce planning, and capacity requirements - Establish case ownership and follow-up standards, lead Salesforce dashboard reviews. Maintain and develop troubleshooting and customer communication playbooks. ## Qualifications - 5+ years of experience leading technical support teams for integrated hardware and software solutions. - Proven experience leading high-priority customer escalations and major incident (P1) response, including cross-functional coordination, communication, and recovery. - Exceptional communication and leadership skills, with the ability to navigate complex technical challenges and drive positive customer outcomes. - Proven ability to develop team leads and technical specialists, set clear performance expectations, and drive performance improvement. - Flexibility to support a 24/7 operational environment as critical incidents and team handoffs require. - Excellent written and verbal English communication skills, with the ability to clearly explain technical concepts, issues, and tradeoffs to both technical and non-technical audiences. The expected base salary range for this role is $100,000 - $200,000 annually, based on external market data, plus bonus and equity.  Actual offers will depend on factors such as the candidate’s experience, education, training, key or critical skills, geographic location, and current market and business conditions Additional Information Locus Robotics is an equal opportunity employer. Application Fraud Detection Notice: To help maintain a fair and secure hiring process, Locus Robotics may use AI-assisted and other automated tools to detect suspected fraud, misrepresentation, or misuse of the application process. Hiring decisions are not made solely by automated means unless otherwise disclosed where required by law. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. ## About Locus Robotics ## Company Overview - **One-liner**: Locus Robotics provides a complete, end-to-end warehouse automation system using autonomous mobile robots (AMRs) and a Physical AI orchestration layer (LocusONE) to help warehouses and 3PLs fulfill orders more efficiently. - **Entity Type**: Private (Growth-stage) - **Headquarters**: Wilmington, Massachusetts, USA - **Founded**: 2014 - **Founders**: Bruce Welty, Mike Johnson, and Sean Moran ## Core Business - **Primary Industry**: Warehouse Automation, Robotics, Logistics Technology - **Target Customers**: B2B — global 3PLs, enterprise retailers, healthcare distributors, and e-commerce fulfillment centers - **Mission/Purpose**: To empower warehouse workers and optimize fulfillment through collaborative, intelligent robotics that adapts to real-world variability. ## Products & Services - **LocusONE™**: The intelligence layer (Physical AI) that coordinates work across people, autonomous robots, and workflows in real time. It rebalances priorities, labor, and throughput as conditions change. - **Locus Array**: A fully autonomous, high-density Robots-to-Goods (R2G) system for picking, putaway, induction, drop-off, slotting, and replenishment. Can reduce picking and putaway labor by 90%+. - **Locus Origin & Locus Vector**: Collaborative AMRs that work alongside associates to support picking, transport, and fulfillment workflows. - **Adaptive Point-to-Point Transport**: Flexible movement of goods without fixed paths or permanent infrastructure. ## Market Standing - **Valuation/Total Funding**: Over $500 million raised (latest round: Series F in 2022 at a $2 billion valuation). Exact current valuation is not publicly disclosed. - **Key Metric**: Over 500+ facilities deployed globally (as of 2025). - **Notable Investors/Partners**: Citi Ventures, Goldman Sachs, G2 Venture Partners, Scale Venture Partners, and others. Key customers include DHL, GEODIS, and other major 3PLs. - **Growth Signals**: Sustained high growth in e-commerce fulfillment; expansion into healthcare and retail verticals; global presence across US, EMEA, and APAC; continuous product innovation with Locus Array and LocusONE. ## Competitive Advantages - **Physical AI Orchestration**: LocusONE dynamically coordinates humans and robots, adapting to real-time changes in demand, labor, and inventory — unlike rigid fixed automation. - **Collaborative, Not Replacement**: Robots work safely alongside people, enhancing productivity without requiring facility reconfiguration or grid-based layouts. - **Proven at Scale**: Hundreds of facilities worldwide, trusted by top 3PLs and retailers. - **Deep Warehouse Heritage**: Founders were among the first to integrate robotics into warehouse operations, giving them deep domain expertise. ## Strategic Focus - **Automation Phasing**: Enabling warehouses to automate in phases — starting with collaborative AMRs and scaling to fully autonomous systems like Locus Array — without locking into a single path. - **Physical AI Leadership**: Continuing to invest in AI, computer vision, and real-time orchestration to handle increasing complexity and volume. - **Global Expansion**: Growing presence in EMEA and APAC to serve multinational customers. - **New Verticals**: Expanding beyond core e-commerce into healthcare, retail, and multi-level/mezzanine fulfillment. ## Why Work Here - **Culture**: Described as “Work hard and have fun” — a collaborative, inclusive, and dynamic environment. Core values include acting decisively, operating with trust and integrity, delivering results, being inclusive, and innovating. - **Remote/Hybrid**: Offers flexible work arrangements; global offices in Wilmington, MA (HQ) and Amsterdam (European HQ). Many roles are remote or hybrid. - **Notable Perks**: Strong global team spirit, collaborative leadership, opportunity to work with cutting-edge robotics and AI, career growth opportunities, and a focus on positive impact for customers and communities. - **Engineering Culture**: Emphasis on innovation, AI, big data, and robotics. Internships and PhD research roles available (e.g., AI & Computer Vision). Engineers work on real-world problems at scale. ## Sources 1. [locusrobotics.com](https://locusrobotics.com/) 2. [locusrobotics.com/company](https://locusrobotics.com/company) 3. [locusrobotics.com/company/careers](https://locusrobotics.com/company/careers) 4. [job-boards.greenhouse.io/locusrobotics](http://job-boards.greenhouse.io/locusrobotics) 5. [locusrobotics.com/company/leadership](https://locusrobotics.com/company/leadership) ## Other roles at Locus Robotics - [Applied AI Scientist, Simulation & Reinforcement Learning](https://feeny.ai/job/applied-ai-scientist-simulation-reinforcement-learning-locus-robotics-london-a5g2nzy3n91v) — London, United Kingdom - [Customer Success Manager](https://feeny.ai/job/customer-success-manager-locus-robotics-united-states-t23c508xg382) — United States - [Social and Multimedia Content Manager](https://feeny.ai/job/social-and-multimedia-content-manager-locus-robotics-wilmington-rjrg1gvjbmh6) — Wilmington, MA - [Forward Deployed AI Engineer](https://feeny.ai/job/forward-deployed-ai-engineer-locus-robotics-wilmington-paek2j8zg17c) — Wilmington, MA - [Lead, Robotics Software Engineer](https://feeny.ai/job/lead-robotics-software-engineer-locus-robotics-north-vancouver-98ae134sdwfh) — North Vancouver, Canada - [General Resume Submittal](https://feeny.ai/job/general-resume-submittal-locus-robotics-united-states-united-kingdom-and-65hpv5km0wrc) — United States / United Kingdom and Ireland / European Union