Customer Service Lead

Regulus is an agile defense-tech startup tackling the most complex challenges in counter-drone and uncrewed defense. With hundreds of combat-proven systems deployed by the IDF and global partners, we are now engineering the next generation of C-UxS (Counter-Uncrewed Systems). We leverage advanced electronic warfare and kinetic measures to detect and neutralize hostile threats. If you want to push technological boundaries while safeguarding Israel and our allies, join us at this pivotal stage of our growth.

This is a unique opportunity to join a company at a pivotal growth stage and help shape its products, culture, and future.

We’re looking for a Customer Service Lead to establish and operate the backbone of our service activities. This is a hands-on, build-and-run position in a multidisciplinary defense technology environment—supporting deployed systems across multiple geographies and ensuring our customers’ missions never miss a beat.

You’ll work directly with Regulus’ end-users and customers, lead day-to-day service operations, and build the entire service infrastructure - from tools and processes to reporting and escalation frameworks. The ideal candidate combines strong technical depth in hardware and software systems with operational discipline and clear communication.

Key Responsibilities

• Build the Service Infrastructure: Develop and implement the systems, processes, and tools for service operations, including ticketing, knowledge bases, training materials, escalation paths, and performance metrics.
• Hands-On Operational Support: Serve as the primary contact for customer inquiries, system issues, and post-deployment support, ensuring prompt, accurate, and compliant resolution.
• Global Mission Support: Manage and coordinate service for systems deployed across multiple regions, maintaining uptime, reliability, and customer confidence.
• Cross-Functional Collaboration: Partner closely with Product Managers and Engineering to translate field feedback into actionable product improvements and feature enhancements.
• Documentation & Compliance: Maintain precise service records, update system documentation, and ensure adherence customer standards.
• Data & Reporting: Define and track key metrics and communicate results internally.
• Scalability & Growth: Establish the foundation for future scaling, including structure, training materials, and operational frameworks.

Requirements

• 5+ years of experience in customer or field service roles, ideally within defense, aerospace, or advanced technology sectors.
• Strong technical background in hardware and software systems, with proven ability to troubleshoot and communicate technical issues effectively.
• Demonstrated success in building service processes or infrastructure from the ground up.
• Experience supporting or interfacing with defense, government, or enterprise-level technical customers.
• Excellent communication skills and high competency in English, both written and spoken.
• Familiarity with service management or CRM platforms.
• Eligible for or holding a security clearance.
• Customer success or customer experience background is an advantage.