Customer Service Lead

About Regulus

Regulus is a defense-tech startup, we are developing advanced solutions that protect critical systems against operational threats. Our systems are field-proven, deployed by the IDF and global partners, and have safeguarded lives and strategic assets.

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.