Customer Service Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead and manage the daily operations of the PLANEPASS customer service team.

• Set team priorities, schedules, workflows, and task assignments.

• Create, implement, and consistently enhance customer service procedures, standards, and SOPs.

• Monitor the quality of customer service, productivity, response times, resolution rates, and other performance metrics.

• Address escalated customer issues and complaints while coordinating with other departments.

• Ensure prompt, professional, and accurate responses to customer inquiries via phone and email.

• Conduct performance reviews and offer constructive feedback and coaching.

• Organize onboarding and training for new team members.

• Identify training and development needs and mentor team members accordingly.

• Collaborate with billing, collections, and internal teams to resolve customer concerns.

• Analyze customer service data and provide reports and recommendations to senior management.

• Identify recurring issues, tackle root causes, and develop sustainable solutions.

• Assist with customer service tasks during peak periods or complex escalations.

• Acquire a working knowledge of aviation terminology and business practices.

• Maintain professional relationships with customers.

• Collaborate across functions to enhance processes and customer experience.

• Adjust processes and priorities as business and customer needs evolve.

• Foster a collaborative environment focused on customer service and organizational goals.

⛳️ Requirements

• At least 5 years of experience managing a customer service team.

• A minimum of 5 years of experience resolving escalated customer complaints and complex service matters.

• Experience in developing and enhancing customer service workflows, training materials, and SOPs.

• Solid understanding of full-cycle accounts receivable, billing, and collections practices.

• Proficiency in CRM systems and Microsoft Office 365.

• Ability to collaborate effectively with other departments and all levels of management.

• Exceptional written and verbal communication skills.

• Strong organizational and time management capabilities.

• Bachelor’s degree is preferred.

• Availability to work standard business hours, Monday through Friday.

🏝️ Benefits

• Generous rewards for hard work and commitment.

• Respect and encouragement for work/life balance.

• Team-oriented environment with opportunities for collaboration and support.

• Autonomy to plan, prioritize, and manage your own tasks without micromanagement.

• Fully remote work arrangement.