Customer Support Manager

SUMMARY

The Customer Support Manager serves as the Single Point of Contact (SPOC) for assigned projects, overseeing all aspects of communication, coordination, and customer satisfaction from pre-arrival to post-delivery. This role ensures the successful execution of project scopes while balancing customer expectations with company performance objectives. The Customer Support Manager drives operational transparency, strengthens client relationships, and upholds safety, quality, and financial standards throughout each aircraft project.

ESSENTIAL FUNCTIONS

• Act as the single point of contact for the customer throughout the entire project lifecycle
• Coordinate and lead production meetings and customer debriefs during project intake and execution
• Maintain ongoing, proactive communication with customers, keeping them informed of schedule, progress, and issues
• Secure customer approvals for requested services and monitor adherence to agreed-upon timelines
• Ensure accurate and timely project updates are provided, and discrepancies are reviewed and resolved collaboratively
• Oversee aircraft schedules, manage inputs/outputs, and ensure timely delivery aligned with both customer and company commitments
• Monitor project financials and contract terms to protect profitability and ensure compliance
• Coordinate all pre- and post-delivery needs, including test flight scheduling, record compilation, and delivery readiness
• Present preliminary and final invoices; support resolution of invoice disputes and warranty concerns
• Conduct customer follow-ups and distribute satisfaction surveys post-delivery
• Identify and escalate potential project risks, customer concerns, or safety/compliance issues to upper management
• Maintain thorough documentation of all customer interactions, approvals, and project-related decisions
• Promote a positive customer experience, internally and externally, at all times
• Comply with all company policies, FAA regulations, and safety guidelines

KNOWLEDGE

• Comprehensive understanding of business aircraft systems, maintenance workflows, and modification processes
• Working knowledge of FAA regulations and foreign certification requirements
• Ability to manage complex customer expectations within a structured service delivery model
• Financial awareness to track project budgets, interpret cost implications, and assist with invoicing accuracy
• Familiarity with CRM systems, ERP tools, or project tracking software
• Awareness of warranty terms, sales processes, and aviation-related service agreements

COMPETENCIES

• Exceptional customer service and relationship-building skills
• Strong written and verbal communication abilities across departments and client groups
• Detail-oriented with strong follow-up and problem-solving skills
• Ability to manage multiple concurrent projects and timelines
• Professional presence with the ability to influence and negotiate diplomatically
• Proficient in Microsoft Word, Excel, and Outlook

EXPERIENCE AND EDUCATION

• High schoo