Vector Airport Systems

Customer Support

• Lead and oversee the day-to-day operations of the PLANEPASS customer service team
• Establish team priorities, schedules, workflows, and assignments
• Develop, implement, and continuously improve customer service procedures, standards, and SOPs
• Monitor customer service quality, productivity, response times, resolution rates, and other performance measures
• Resolve escalated customer concerns and complaints and coordinate with other departments
• Ensure accurate, professional, and timely responses to customer inquiries by phone and email
• Conduct performance evaluations and provide feedback and coaching
• Coordinate onboarding and training for new team members
• Identify training and development needs and mentor team members
• Partner with billing, collections, and internal teams to resolve customer issues
• Analyze customer service data and provide reporting and recommendations to senior management
• Identify recurring issues, address root causes, and develop sustainable solutions
• Assist with customer service activities during high-volume periods or complex escalations
• Develop working knowledge of aviation terminology and business practices
• Maintain professional customer relationships
• Collaborate cross-functionally to improve processes and customer experience
• Adapt processes and priorities as business and customer requirements evolve
• Promote a collaborative environment focused on customer service and company goals

Customer Service Manager