Customer Support Manager
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Job Summary
To provide maternity leave coverage, the full-time Customer Support Manager will lead the EMX Support Team remotely, overseeing customer support operations, case management, and team development while ensuring alignment with global support standards.
Key responsibilities
- Manage day-to-day activities of the EMX Support Team, including case ownership and customer communication
- Oversee customer support cases to ensure proper prioritization and documentation in line with service-level expectations
- Collaborate with internal teams to resolve customer issues and support team members through coaching and development
Required qualifications
- Experience in application support, technical support, or a similar customer-facing role
- Strong understanding of incident handling, customer communication, and SLA/KPI-driven service delivery
- Ability to analyze customer issues and translate business needs into technical support activities
- Familiarity with ServiceNow, Jira, or similar work-tracking tools
- Experience supporting airlines, MRO providers, or business aviation operators in a regulated environment
Complete Job Description
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