Manager - Customer Support

About JSSI

For more than 35 years, Jet Support Services, Inc. (JSSI) has been the leading independent provider of maintenance support, advisory services, software, and financial tools to the business aviation industry. With 6,000+ aircraft supported by maintenance programs and software platforms, JSSI leverages this wealth of data, scale, and innovation to drive cost savings and provide custom solutions that align to the interests of each client, regardless of make or model. Learn more at jetsupport.com .

JSSI products and services include:

Maintenance Programs. Hourly Cost Maintenance Programs to stabilize maintenance budgets, maximize aircraft availability and enhance residual value.

Parts & Leasing. Experienced product line specialized team who leverages our All-OEM inventory and global vendor relationships and go beyond parts sourcing to find optimal customer solutions.

Software : Traxxall and Conklin & de Decker . Powerful data platforms to help you make more informed decisions, from choosing the right aircraft to tracking your maintenance, inventory, and MRO projects.

Advisory Services. Objective insights and independent technical advice from a global team of technical advisors and ASA-accredited appraisers for virtually any business jet, turboprop or helicopter.

Aviation Capital. Customized asset-based finance solutions for business aviation.

Position Summary:

We are seeking an experienced and dynamic leader to manage our Aircraft Maintenance Analyst (AMA) Team, ensuring excellence in both customer support and customer success. This role balances operational performance, technical accuracy, and relationship management to deliver an exceptional customer experience. The ideal candidate will lead a team of aviation professionals, driving high-quality service, maintaining customer satisfaction, and achieving key performance goals. This role requires you to be detail-oriented, while juggling multiple priorities and needs

Key Responsibilities:

• Lead, coach, and develop a team of Aircraft Maintenance Analysts, fostering a culture of professionalism, collaboration, and continuous improvement.
• Oversee day-to-day team performance, ensuring accurate, timely, and compliant updates to aircraft maintenance tracking systems.
• Maintain a deep understanding of customer needs and operational objectives to ensure successful adoption and ongoing value from our services.
• Drive accountability for achieving departmental KPIs, including customer satisfaction scores, first-time resolution rates, turnaround times, and data accuracy.
• Drive customer retention by proactively monitoring account health, addressing risks to adoption, and identifying upsell and expansion opportunities aligned with customer needs and business goals.
• Partner with customers to proactively identify opportunities for improvement, resolve challenges, and enhance service delivery.
• Monitor workload distribution, ensure balanced coverage, and maintain operational efficiency without sacrificing quality.
• Collaborate with cross-functional teams, including Sales, Product, and Training, to ensure a seamless customer journey.
• Implement quality assurance processes and continuous feedback loops to drive data integrity and customer confidence.
• Serve as an escalation point for complex issues, ensuring prompt and effective resolution while maintaining a positive customer relationship.
• Report on performance trends, team productivity, and customer sentiment, providing strategic recommendations to leadership.

Personal Attributes:

• Ability to cultivate strong relationships and communicate effectively via email and telephone.
• Possess a strong sense of urgency.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in high-pressure situations while maintaining attention to detail and remaining calm under pressure.
• Ability to work independently and as part of a team.
• Agile and tenacious

Qualifications:

• Bachelor’s degree preferably in Aviation Management, Business Administration, or related field; equivalent experience considered.
• 5+ years of experience in customer support, customer success, or operations leadership
• Minimum of 7+ years of experience in aircraft maintenance or a related aviation role. - preferred
• Proven experience managing a team in a fast-paced, customer-focused environment.
• Excellent communication, interpersonal, and conflict-resolution skills.
• Demonstrated ability to analyze data, manage KPIs, and drive performance improvements.
• Exceptional attention to detail, with a proactive and solution-oriented mindset.
• Ability to balance operational demands with customer relationship management.
• Experience with Salesforce or CRM solutions– preferred but not required.
• Proficient in Microsoft Word, Excel, Outlook, & PowerPoint.

At JSSI, we are committed to rewarding our team members with competitive and comprehensive compensation packages that reflect their contributions and talent.

For this role, the annual base pay generally ranges from $115,000 to $125,000, with the final offer determined by variable factors including but not limited to market location, job-specific knowledge, skills, education, and experience. In addition, your total rewards package may include an annual discretionary bonus plan, incentive or sales bonus plan, or other form of additional compensation, based on your role.

Additionally, for full-time employees based in the USA, Canada, or the Philippines, we are proud to offer a robust suite of benefits. This ranges from insurance offerings such as medical, dental, vision, retirement savings programs, among others, starting day one of employment. For a full overview of our offerings, visit the JSSI Benefits Page on our company website.

JSSI is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, or other characteristic protected by law.

JSSI does not accept unsolicited resumes from individual recruiters or third-party recruiting agencies in response to job postings. No fee will be paid to third parties who submit unsolicited candidates directly to our hiring managers or Recruiting Team.