Manager - Customer Support

About JSSI Founded in 1989 and headquartered in Chicago, Jet Support Services, Inc. (JSSI) is the largest independent provider of hourly cost maintenance programs for business aviation. JSSI delivers comprehensive coverage for engines, airframes, and auxiliary power units (APUs) across more than 300 different aircraft makes and models, helping owners and operators stabilize maintenance budgets, maximize aircraft availability, and protect asset value throughout the lifecycle of ownership. JSSI has built a portfolio of complementary business lines designed to simplify the economic and technical complexity of business aviation; these include Maintenance teams , Traxxall maintenance tracking software, Parts & Engines , Conklin aircraft cost and performance data, and Aviation Capital asset-based financing solutions. Together, these offerings support owners, operators, and maintenance providers with integrated tools spanning ownership and maintenance planning, execution, and financial management. With more than 6,500 aircraft supported through programs and software platforms, JSSI leverages its unique independence, unmatched scale, and data-driven insight to deliver customized solutions and support models aligned to the interests of each client — regardless of aircraft platform. JSSI is backed by leading institutional investors GTCR, Genstar Capital, and Blackstone. Learn more at jetsupport.com . Position Summary: We are seeking an experienced and dynamic leader to manage our Aircraft Maintenance Analyst (AMA) Team, ensuring excellence in both customer support and customer success. This role balances operational performance, technical accuracy, and relationship management to deliver an exceptional customer experience. The ideal candidate will lead a team of aviation professionals, driving high-quality service, maintaining customer satisfaction, and achieving key performance goals. This role requires you to be detail-oriented, while juggling multiple priorities and needs.Key Responsibilities: Lead, coach, and develop a team of Aircraft Maintenance Analysts, fostering a culture of professionalism, collaboration, and continuous improvement. Oversee day-to-day team performance, ensuring accurate, timely, and compliant updates to aircraft maintenance tracking systems. Maintain a deep understanding of customer needs and operational objectives to ensure successful adoption and ongoing value from our services. Drive accountability for achieving departmental KPIs, including customer satisfaction scores, first-time resolution rates, turnaround times, and data accuracy. Drive customer retention by proactively monitoring account health, addressing risks to adoption, and identifying upsell and expansion opportunities aligned with customer needs and business goals. Partner with customers to proactively identify opportunities for improvement, resolve challenges, and enhance service delivery. Monitor workload distribution, ensure balanced coverage, and maintain operational efficiency without sacrificing quality. Collaborate with cross-functional teams, including Sales, Product, and Training, to ensure a seamless customer journey. Implement quality assurance processes and continuous feedback loops to drive data integrity and customer confidence. Serve as an escalation point for complex issues, ensuring prompt and effective resolution while maintaining a positive customer relationship. Report on performance trends, team productivity, and customer sentiment, providing strategic recommendations to leadership. Personal Attributes Ability to cultivate strong relationships and communicate effectively via email and telephone. Possess a strong sense of urgency. Proven analytical and problem-solving abilities. Ability to effectively prioritize and execute tasks in high-pressure situations while maintaining attention to detail and remaining calm under pressure. Ability to work independently and as part of a team. Agile and tenacious Qualifications Bachelor’s degree preferably in Aviation Management, Business Administration, or related field; equivalent experience considered. 5+ years of experience in customer support, customer success, or operations leadership Minimum of 7+ years of experience in aircraft maintenance or a related aviation role. - preferred Proven experience managing a team in a fast-paced, customer-focused environment. Excellent communication, interpersonal, and conflict-resolution skills. Demonstrated ability to analyze data, manage KPIs, and drive performance improvements. Exceptiona