Customer Support Manager

CAMP Systems International, Inc.; Merrimack (NH); On-site; USD 90,000 - 120,000; Full time

Job summary

CAMP Systems International, Inc. is seeking a Manager to lead the day-to-day operations of our software support team.

You will ensure timely incident resolution, mentor staff, and act as the primary escalation point for complex customer, software, and production issues. The role requires strong familiarity with SLAs, KPIs, knowledge bases, and ticketing systems such as Zendesk, with experience in SaaS or ERP environments.

Qualifications

• 3+ years managing or supervising a software support team.
• Strong understanding of SLAs, support KPIs, knowledge-base management, and ticketing operations.
• Experience administering a ticket management platform (Zendesk preferred).
• Experience supporting SaaS or ERP software preferred.
• Strong written, verbal, analytical, and problem-solving skills.

Responsibilities

• Lead day-to-day software support operations, ensuring timely resolution of incidents and service requests.
• Mentor and develop the Support team to foster a collaborative, accountable, customer-focused culture.
• Serve as the primary escalation point for complex customer, software, and production issues.
• Monitor and manage SLAs, response and resolution times, ticket backlog, system availability, and other support metrics.
• Partner with Development, QA, Systems, and Operations teams to troubleshoot defects and drive corrective actions.
• Prioritize customer-impacting issues and enhancement requests based on business needs.
• Support software releases, patches, upgrades, and deployments with proper testing and documentation.
• Analyze incident trends to improve support processes and customer experience.
• Establish and maintain support procedures, knowledge-base content, and training materials.
• Ensure the Support team has tools and resources to assist customers and report on performance.
• Drive continuous improvement through incident reviews and knowledge sharing.

Skills

Team management

SLAs & KPIs

Zendesk

SaaS/ERP

Communication

Problem solving

Education

Bachelor's degree (technical)

Tools

Zendesk

JIRA

Confluence

SQL/Oracle

Job description

About CAMP Systems:

At CAMP Systems, we are the trusted leader in aircraft compliance and health management, proudly serving the global business aviation industry. With over 20,000 aircraft and 33,000 engines supported on our cutting-edge platforms, and partnerships with more than 1,300 maintenance facilities and parts suppliers worldwide, we’re shaping the future of aviation technology. Since our founding in 1968, we've grown to a dynamic team of 1,600+ employees across 14 locations globally-all united by a passion for innovation and excellence.

Our Mission & Vision:

We connect the aviation industry through smart technology to make flight safer and more efficient, driving the future of aviation with intelligence and exceptional customer experiences.

Our Values & Excellence Mindset:

We are customer obsessed, trust-driven, owners of our work, stronger together, constantly curious, and boldly innovative.

What You Will Experience in This Role:

Are you passionate about helping clients solve complex challenges, able to empathize with customer needs and can support them through critical business transformations? The Support department is a hub of CAMP Software's customer-facing organization, to ensure our customers receive excellent ROI (Return On Investment) when they choose us as their software provider. The successful candidate will report directly to the company's Director of Customer Success.

The successful candidate must be skilled in running a Support Department as a manager. Having a full understanding of SLA, contracts and KPI as well as being a customer focused, multi-tasking individual with a proven track record within ticketing systems (at the administration level, Zendesk preferred). In addition, a successful candidate proposes new and creative ideas, possesses highly effective communication skills and enjoys building constructive and effective relationships.

Responsibilities:

• Lead day-to-day software support operations, ensuring timely resolution of incidents and service requests.
• Manage, mentor, and develop the Support team while fostering a collaborative, accountable, and customer-focused culture.
• Serve as the primary escalation point for complex customer, software, and production issues.
• Monitor and manage SLAs, response and resolution times, ticket backlog, system availability, and other key support metrics.
• Partner with Development, QA, Systems, and Operations teams to troubleshoot defects, perform root-cause analysis, and drive corrective actions.
• Prioritize customer-impacting issues, software defects, and enhancement requests based on business and customer needs.
• Support software releases, patches, upgrades, and production deployments, ensuring changes are tested, documented, communicated, and supported.
• Analyze incident and ticket trends to identify opportunities to improve support processes, system reliability, and the customer experience.
• Establish and maintain support procedures, troubleshooting guides, knowledge-base content, and training materials.
• Ensure the Support team has the tools, access, training, and resources needed to effectively assist customers.
• Provide management with regular reporting on support performance, trends, escalations, and operational metrics.
• Maintain clear communication with customers and internal stakeholders throughout incident resolution.
• Drive continuous improvement through incident reviews, knowledge sharing, process enhancements, and support best practices.

You have:

• 3+ years of experience managing or supervising a software support team.
• Strong understanding of SLAs, support KPIs, knowledge-base management, and ticketing operations.
• Experience administering a ticket management platform; Zendesk preferred.
• Experience supporting SaaS or ERP software preferred.
• Strong written, verbal, analytical, and problem-solving skills.
• Demonstrated ability to take ownership of complex issues and drive them through resolution.
• Strong planning and organizational skills with excellent attention to detail.
• Ability to work effectively with customers as well as technical and business teams.
• Experience coaching employees, providing performance feedback, interviewing candidates, and conducting performance reviews.
• Experience with JIRA and Confluence.
• Working knowledge of databases such as SQL or Oracle preferred.
• Bachelor's degree in a technical discipline preferred.

Why Work at CAMP?

Join a culture where your ideas matter, your impact is real, and your growth is supported. Be part of a team reimagining the future of aviation.

CAMP is committed to creating a diverse environment and is proud to be an affirmative action and equal opportunity employer - vets/disabled

CAMP is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation, please contact [e-mail].

All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, disability or protected veteran status EEO.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws.

For further information, please review the Know Your Rights notice from the Department of Labor.