Customer Service Manager

Advanced Aircrew Academy; Toronto; Remote; CAD 60,000 - 80,000; Full time

Job summary

A leading eLearning company is seeking a Customer Service Manager to enhance customer experience and manage a support team. The role involves overseeing customer inquiries, optimizing support processes, and ensuring compliance with regulations. The ideal candidate will have a strong background in customer service and management, with a passion for aviation and education.

Benefits

Fully remote work

Competitive salary and benefits package

Paid Time Off (PTO)

Simple IRA with company match

Opportunities for professional development

Qualifications

• 3+ years of Customer Service experience with at least 1 year of management experience.
• Experience in eLearning or aviation industry preferred.

Responsibilities

• Manage a team of Customer Service Specialists and support customer inquiries.
• Define and execute strategy for world-class customer experience.
• Oversee enrollment processes for eLearning courses.

Skills

Customer Advocacy

Analytical Thinking

Problem Solving

Communication

Job description

Advanced Aircrew Academy is a fast-growing eLearning company dedicated to delivering effective, customized training for business aviation. Our all-in-one platform brings together a comprehensive content library with modern software, making it easy for charter operators and corporate flight departments to meet regulatory guidelines and consolidate their training needs. Every year, we’re the trusted partner for leading operators in training thousands of aviation professionals worldwide.

We’re proud to be at the forefront of aviation training, blending industry-leading eLearning with a deep commitment to safety, compliance, and excellence. Our team thrives in a culture that values starting with the customer, innovation, continuous learning, and getting things done. With a collaborative environment, growth opportunities, and the satisfaction of supporting aviation operators globally, Advanced Aircrew Academy offers a dynamic, purpose-driven workplace for those passionate about aviation and education.

About the role

We’re looking for a Customer Service Manager to join our Support team. This team acts as the primary point of contact for customers and is responsible for supporting our eLearning courses for business aviation. As a Customer Service Manager you will manage a team of Customer Service Specialists and act as a player coach helping with support tickets and answering customer calls. You will be responsible for creating a positive experience for our customers and ensuring that the voice of the customer is visible throughout the company. You will be responsible for ensuring customer service and support are a true differentiator for the company.

In addition, the Customer Service Manager will oversee enrollment of our customers in our eLearning courses for business aviation. This position is ideal for a candidate who combines management expertise with a passion for customer service.

What you'll do

• Define, own and execute strategy and tactics for Advanced Aircrew Academy support with the clear goal of providing a world-class customer experience, both pre- and post- sales.
• Be the advocate of the user, be the voice of the customer and drive for enhanced service experience.
• Establish trusted relationships with customers through commitment to problem solving and demonstrating product understanding.
• Coach and support a team of customer service professionals. Identify key performance indicators and metrics to measure team performance and service operations; sharing reports with all levels of the org for visibility.
• Ensures customer inquiries are handled in a professional and expeditious manner.
• Liaison between customers, sales team, finance, and product department.
• Optimize support processes and meet or exceed SLA commitments to customers.
• Manage escalation processes for Support issues.
• Manage the enrollment process by serving as the primary point of contact for prospective customers.
• Resolving issues related to application errors, missing documentation, or other enrollment challenges.
• Ensuring that all enrollment activities comply with organizational policies and relevant regulations.
• Stay updated on changes to rules or guidelines that could impact the enrollment process.

What you'll need

• Experience in elearning or aviation industry preferred
• 3+ years of Customer Service experience with at least 1 year of management experience
• Strong customer advocacy with the ability to negotiate successful solutions internally on behalf of the customer – be the “voice of the customer”!
• Able to work in a fast-paced environment and adhere to corporate company structure.
• Analytical thinking with keen problem-solving; process development and improvement; as well as task planning and delegation skills.
• Proven record of driving customer satisfaction and enhancing customer experience in their past work.
• Excellent telephone skills and the ability to handle multiple daily telephone calls in a positive manner.
• Meticulous attention to detail.
• Ability to build and maintain relationships throughout the business.
• Excellent people and communication skills including verbal and written skills.

What we offer

• Fully remote work.
• Competitive salary and benefits package.
• Paid Time Off (PTO).
• Simple IRA with company match.
• Opportunities for professional development.

We are committed to fostering a diverse, inclusive environment and to encourage these values in everyone on our team. We provide an environment of mutual respect where opportunities are available without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, and any other characteristic protected by applicable law. We believe that diversity and inclusion for people from all walks of life is key to our success as a company.