Jet Support Services, Inc. (JSSI)

Customer Support

• 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.

Manager - Customer Support