Customer Service Manager

Vector Airport Systems

Customer Service Manager leading PLANEPASS customer service for Vector Airport Systems’ airport accounts-receivable SaaS solution. Overseeing support operations, escalations, coaching, and process improvement.

Posted 8/22/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in managing customer service operations, developing workflows, and improving service standards while fostering a collaborative team environment. Proficient in analyzing performance metrics and resolving complex customer issues to enhance overall customer experience.

Highest-signal resume keywords

Customer Service ManagementEscalated Complaint ResolutionWorkflow DevelopmentCRM ProficiencyPerformance Analysis

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Customer Service ProceduresSOP DevelopmentAccounts ReceivableBilling PracticesCollections Practices

Soft Skills

Excellent Communication SkillsOrganizational SkillsTime ManagementMentoringCollaboration

Tools & Technologies

CRM SystemsMicrosoft Office 365

Industry Keywords

Aviation TerminologyCustomer ExperiencePerformance MeasuresCross-Functional Collaboration

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

Minimum 5 years’ experience managing a customer service team
Minimum 5 years’ experience resolving escalated customer complaints and complex service issues
Experience developing and improving customer service workflows, training materials, and SOPs
Working knowledge of full-cycle accounts receivable, billing, and collections practices
Proficiency with CRM systems and Microsoft Office 365
Ability to collaborate effectively with other departments and all levels of leadership
Excellent written and verbal communication skills
Excellent organizational and time management skills
Bachelor’s degree preferred
Ability to work standard business hours, Monday through Friday

Benefits

Comp & perks

Generous rewards for hard work and dedication
Work/life balance is respected and encouraged
Team-oriented workplace with time together and mutual support
Autonomy to plan, prioritize, and schedule your own tasks without micromanagement
Fully remote work arrangement