Customer Support Manager

🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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CAMP Systems International, Inc.

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1968

💼 Consulting

📦 Logistics

🏭 Manufacturing

Consulting • Logistics • Manufacturing

CAMP Systems International, Inc. is an aviation software and services company that provides aircraft health and maintenance management solutions to operators, fleets, and MROs. Its cloud and mobile products (including CAMP Maintenance Management, Engine Health Monitoring, Inventory Management, and Flight Scheduling) combined with dedicated analyst support and OEM integrations help customers plan, track, and optimize scheduled and predictive aircraft maintenance, parts inventory, and compliance workflows.

📋 Description

• Lead day-to-day software support operations, ensuring timely resolution of incidents and service requests • Manage, mentor, and develop the Support team while fostering a collaborative, accountable, and customer-focused culture • Serve as the primary escalation point for complex customer, software, and production issues • Monitor and manage SLAs, response and resolution times, ticket backlog, system availability, and other key support metrics • Partner with Development, QA, Systems, and Operations teams to troubleshoot defects, perform root-cause analysis, and drive corrective actions • Prioritize customer-impacting issues, software defects, and enhancement requests based on business and customer needs • Support software releases, patches, upgrades, and production deployments, ensuring changes are tested, documented, communicated, and supported • Analyze incident and ticket trends to identify opportunities to improve support processes, system reliability, and the customer experience • Establish and maintain support procedures, troubleshooting guides, knowledge-base content, and training materials • Ensure the Support team has the tools, access, training, and resources needed to effectively assist customers • Provide management with regular reporting on support performance, trends, escalations, and operational metrics • Maintain clear communication with customers and internal stakeholders throughout incident resolution • Drive continuous improvement through incident reviews, knowledge sharing, process enhancements, and support best practices

🎯 Requirements

• 3+ years of experience managing or supervising a software support team • Strong understanding of SLAs, support KPIs, knowledge-base management, and ticketing operations • Experience administering a ticket management platform; Zendesk preferred • Experience supporting SaaS or ERP software preferred • Strong written, verbal, analytical, and problem-solving skills • Demonstrated ability to take ownership of complex issues and drive them through resolution • Strong planning and organizational skills with excellent attention to detail • Ability to work effectively with customers as well as technical and business teams • Experience coaching employees, providing performance feedback, interviewing candidates, and conducting performance reviews • Experience with JIRA and Confluence • Working knowledge of databases such as SQL or Oracle preferred • Bachelor’s degree in a technical discipline preferred

🏖️ Benefits

• Diverse environment • Equal opportunity employment • Reasonable accommodation for individuals with disabilities • Growth support • Opportunity to contribute ideas and make a real impact • Work on aviation technology innovation