Customer Support Manager

Portside; País Vasco; A distancia; EUR 35.000 - 50.000; Jornada completa

Descripción de la vacante

A leading SaaS company in the aviation industry is seeking a Support Manager to ensure smooth technical operations and provide hands-on customer support. The role involves data migrations, system configurations, and collaboration with various teams to enhance customer experience. Join a dynamic and fast-growing environment with opportunities for professional development and fully remote work.

Servicios

Fully remote work

Generous time off policy

Opportunities for professional development

Dynamic work environment

Formación

• Bachelor’s degree or equivalent work experience.
• Experience in Data Analysis, transformation, and manipulations.

Responsabilidades

• Execute data migrations and perform system configurations.
• Respond to support tickets with accurate and timely solutions.
• Document technical procedures and best practices.

Conocimientos

Data Analysis

Data transformation

Data manipulations

Aviation Industry knowledge

AI experience

Educación

Bachelor’s degree

Herramientas

Excel

Google Spreadsheets

SOQL

Descripción del empleo

Portside is a leading provider of modern software solutions for the global aviation industry. As a fast-growing SaaS company, we operate across three key verticals : business aviation, regional commercial aviation, and aircraft leasing & finance. With nearly 300 team members spread across five continents, we support over 1,000 enterprise customers, helping them streamline and manage all aspects of their day-to-day operations.

LeaseWorks, a member of the Portside family, offers cloud-based asset management, customer relationship management, and other software solutions designed to help airlines and aircraft lessors save time, reduce costs, optimize revenue, and manage risk.

Job Summary

As a Support Manager, you support our customers by performing hands-on configuration tasks, loading data into the system, and ensuring that day-to-day technical operations run smoothly. You will work closely with the Customer Success, Product, and Engineering teams to help deliver a seamless experience for our users.

Key Responsibilities

• Execute data migrations from various customer sources into our product as part of implementation projects.
• Perform system configurations and environment setup tasks post-deployment (excluding DevOps responsibilities).
• Build product customizations and configurations based on customer requirements (excluding engineering / APEX development).
• Identify and implement temporary workarounds for customer needs while awaiting full engineering solutions.
• Investigate root causes of reported issues to help reduce recurring incidents and improve product stability.
• Create, customize, and deliver reports (e.g., using Nintex DocGen or other tools) to meet customer requirements.
• Manage and execute data imports and updates (e.g., via CSV, Excel, or internal tools) to support ongoing customer needs.
• Respond to support tickets with accurate, timely, and customer-friendly solutions; escalate where appropriate.
• Document technical procedures, recurring solutions, and best practices for both internal and customer-facing use.
• Stay aligned with product and engineering teams to understand upcoming releases or changes impacting customer workflows.

Qualifications

• Bachelor’s degree or equivalent work experience
• Experience in Data Analysis / Data transformation / Data manipulations
• Strong knowledge in Excel / Google Spreadsheets
• Custom Object customizations;
• SOQL;
• Aviation Industry knowledge base;
• Lease / Contracts / Finance experience;
• AI experience.

What We Offer

• Fully remote work
• Generous time off policy
• Opportunities for professional development and career advancement.
• Dynamic, collaborative, and fast-growing work environment.

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