Customer Support Manager

Jet Support Services, Inc. (JSSI)

Manage Aircraft Maintenance Analyst Team ensuring excellent customer support and success for JSSI, a leading provider of aviation maintenance solutions.

Posted 5/8/2026full-timeFort Myers • Florida • 🇺🇸 United StatesSeniorLead💰 $115,000 - $125,000 per yearWebsite

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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.
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.

Benefits

Comp & perks

insurance offerings such as medical, dental, vision
retirement savings programs

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

aircraft maintenancedata analysisKPI managementperformance improvementquality assurancecustomer supportcustomer successoperations leadership

Soft Skills

leadershipcoachingcommunicationinterpersonal skillsconflict resolutionattention to detailproactive mindsetsolution-oriented mindset