Wheels Up Partners LLC

Senior Manager, Customer Support

Category Information Technology
Job Locations US
ID
2022-1816

Overview

Wheels Up is looking for a world-class Senior Manager, Customer Support to join our team of dedicated and passionate professionals, fueled by the most powerful brand in private aviation, as we continue our mission of democratizing the private aviation space through cutting-edge technology and innovative product and service offerings.

 

As a Senior Manager, Customer Support you are responsible for ensuring that front line Customer Support Specialists are set up for success supporting multiple products. You will be responsible for ensuring standards for productivity and quality are achieved. You will set the direction and culture of your team by managing individual and team performance expectations and goals, providing individual coaching, feedback sessions, and frequent one-on-ones that focus on improving customer satisfaction, monitoring real time service levels and schedule adherence, and serving as a leader and point of contact for escalated resolutions of a supervisory or sensitive nature, and will work with exceptionally driven, customer support specialists.  

 

You will be responsible for using quantitative and qualitative data to identify opportunities to improve on metrics such as but not limited to number of inquiries, number of inbounds, first response time, time to resolution, engineering ticket resolution time, first inquiry resolution, re-open rates, customer satisfaction score, etc. The ideal Team Manager understands what is necessary to apply technology to scale functions, automate activities, implement AI, build vs. Buy. Management of standard operating procedures (SOP) and Customer facing help content and learning for support specialists across all products.  

 

Responsibilities

  • Lead a team, responsible for overall direction, coordination, and evaluation of the team.  
  • Identify and eliminate barriers to accuracy, productivity, and quality  
  • Organize, prioritize, and schedule work assignments to meet business needs  
  • Manages workforce, develops and maintains staff scheduling and capacity planning  
  • Communicate policies to specialists and become the primary information source for staff; following-up to ensure compliance and consistency; taking corrective action as necessary and documenting the issue and actions taken.  
  • Can adapt well and lead a team in an environment through changes in circumstances, direction, and strategy. 
  • Own escalated customer inquiries and lead the effort to satisfactory resolutions.  
  • Perform deep dive analysis on selected customer accounts to gather lessons learned, then use that information to update internal reference materials and processes  
  • Provide prompt, efficient, detailed, customer-oriented service 
  • Work with other teams to ensure a consistent and high-quality level of support  
  • Drive projects that improve support-related processes  
  • Act as an advocate for the customer, reporting and acting on observed areas for improvement  
  • Actively seeking solutions to customer needs, communicating trends to leadership, and suggesting innovative solutions to improve the customer experience  
  • Assist with customer communication during product updates  
  • Assume responsibility for developing detailed knowledge about specific product lines and features  
  • Ensure internal technical documentation is updated 

Qualifications

  • Bachelor’s degree, or equivalent work experience 
  • 6+ years of management experience in a customer centric environment focused on support and technical operations 
  • Minimum 4 years in a direct leadership role overseeing other departmental leaders within the organization 
  • Knowledge of support operations including managing metrics and other key performance indicators 
  • Experience leading and developing technical/customer service teams 
  • Ability to function in an ambiguous, fast paced work environment  
  • Strong interpersonal, verbal (speaking, listening, interpretation) and written communication skills desired 

Wheels Up Story

Wheels Up (NYSE:UP), a leader in private aviation, offers a total private aviation solution that includes world-class safety, service and flexibility through on-demand flights, membership programs, corporate solutions, aircraft management, whole aircraft sales and commercial travel benefits through a strategic partnership with Delta Air Lines.

 

Our employees’ passion for innovation, customer-centric mindset and collaborative spirit drives our mission to connect flyers to private aircraft – and one another – to deliver exceptional, personalized experiences and build an industry-leading marketplace.

 

Wheels Up attracts, empowers and retains diverse, talented employees who bring a range of experiences and are committed to taking Wheels Up to new heights. We recognize our employees’ unique perspectives and skills and take pride in helping them develop a meaningful and exciting career path with us.

 

Interested in joining our talented team, explore our career opportunities, today!

 

To learn more about Wheels Up, please visit WheelsUp.com.

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