Customer Service Manager

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 12%

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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Vector Airport Systems

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2005

🚀 Aerospace

🤝 B2B

☁️ SaaS

Aerospace • B2B • SaaS

Vector Airport Systems is a provider of airport-focused technology and services, delivering software and managed services to help airports and airspace authorities bill, collect and manage aircraft fees and operations. Their PLANEPASS product includes airport aircraft fee billing & collection, country/airspace (FIR) fee billing & collection, and an intuitive noise and operations management system for airports. Vector partners with airports and airspace authorities to streamline revenue collection and operational monitoring through innovative technologies.

📋 Description

• 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

• 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

• 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