Customer Service Manager

Advanced Aircrew Academy; United States; Remote; USD 60,000 - 80,000; Full time

Job summary

A fast-growing eLearning company is seeking a Customer Service Manager to lead its support team. The role involves managing customer interactions, ensuring satisfaction, and optimizing support processes in a fully remote environment. Ideal candidates will have strong customer advocacy skills and management experience.

Benefits

Fully remote work

Competitive salary and benefits

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 the aviation industry preferred.
• Proven record of driving customer satisfaction.

Responsibilities

• Manage a team of Customer Service Specialists and support tickets.
• Define and execute strategies for customer experience.
• Liaise between customers and internal teams.

Skills

Customer advocacy

Analytical thinking

Problem-solving

Attention to detail

Communication

Job description

Get AI-powered advice on this job and more exclusive features.

About Advanced Aircrew Academy

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 oversee enrollment of our customers in our eLearning courses, ensuring a smooth process and high satisfaction.

This position is ideal for a candidate who combines management expertise with a passion for customer service.

What You'll Do

1. 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.
2. Be the advocate of the user, be the voice of the customer and drive for enhanced service experience.
3. Establish trusted relationships with customers through commitment to problem solving and demonstrating product understanding.
4. Coach and support a team of customer service professionals. Identify key performance indicators and metrics to measure team performance and service operations; share reports with all levels of the organization for visibility.
5. Ensure customer inquiries are handled professionally and promptly.
6. Liaise between customers, sales team, finance, and product departments.
7. Optimize support processes and meet or exceed SLA commitments.
8. Manage escalation processes for support issues.
9. Oversee the enrollment process by serving as the primary contact for prospective customers.
10. Resolve issues related to application errors, missing documentation, or other enrollment challenges.
11. Ensure all enrollment activities comply with organizational policies and regulations.
12. Stay updated on relevant rules or guideline changes impacting enrollment.

What You'll Need

• Experience in eLearning or the aviation industry preferred.
• 3+ years of Customer Service experience with at least 1 year of management experience.
• Strong customer advocacy skills, with the ability to negotiate successful solutions internally on behalf of customers — be the “voice of the customer.”
• Able to work in a fast-paced environment and adhere to corporate structure.
• Analytical thinking, problem-solving skills, process development, task planning, and delegation skills.
• Proven record of driving customer satisfaction and enhancing customer experience.
• Excellent telephone skills and ability to handle multiple calls positively.
• Meticulous attention to detail.
• Strong computer skills.
• Ability to build and maintain relationships across the business.
• Excellent verbal and written communication skills.

What We Offer

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

We are committed to fostering a diverse, inclusive environment and encourage these values in everyone on our team. We provide an environment of mutual respect where opportunities are available regardless of race, color, religion, sex, pregnancy, national origin, age, disability, marital status, sexual orientation, gender identity, or any other protected characteristic. We believe diversity and inclusion are key to our success.