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Customer Support Team Leader

2 months ago

Webster, New Hampshire, United States Gogo Business Aviation Full time

Position Overview: The Gogo Business Aviation Customer Support Team Leader will oversee the Activations and Tier 1 Customer Support division, ensuring the delivery of efficient and high-quality support services to Gogo Business Aviation dealers, OEMs, and clients.

Key Responsibilities:

  • Provide daily leadership for a global team of customer support specialists.
  • Coach and develop a high-performing team to meet and exceed service expectations.
  • Ensure timely service activation and manage all customer accounts effectively.
  • Motivate the team to achieve Key Performance Indicators (KPIs).
  • Address complex inquiries from customers, OEMs, and dealers, including senior-level external personnel.
  • Assist end-users with operational issues related to Gogo Business Aviation systems.
  • Collaborate with Tier 2 technical support and Field Service Engineers for escalated support.
  • Work with Finance to resolve complex billing inquiries promptly.
  • Conduct testing and provide user acceptance feedback for new products and services.
  • Act as the primary contact for sensitive customer issues or complaints.
  • Investigate root causes of service disruptions and coordinate with internal teams for resolution.
  • Manage the trouble ticketing system and inbound call routing for customer support.
  • Promote a Lean mindset and drive continuous improvement initiatives.
  • Organize and oversee the schedules and workloads of the customer support teams.
  • Evaluate team performance and provide regular feedback.
  • Train new hires on company policies, procedures, and best practices.

Qualifications:

  • Associate's Degree or equivalent professional experience.
  • 4-7 years of experience in customer support roles.
  • 2-4 years of supervisory or managerial experience.

Required Skills:

  • Exceptional customer service abilities.
  • Proven capability to coach and develop team members.
  • Strong troubleshooting and problem-solving skills.
  • Ability to manage multiple urgent customer cases while maintaining professionalism.
  • Experience in drafting work instructions.
  • Advanced proficiency in Microsoft Office applications (Word, Excel, PowerPoint, Outlook).

Preferred Skills:

  • Self-motivated with the ability to work independently.
  • Excellent written and verbal communication skills.
  • Strong organizational and time management skills.

Compensation and Benefits: Gogo offers competitive compensation and a comprehensive benefits package, including medical, dental, and vision coverage tailored to meet employee needs. Additional benefits include a 401k plan with immediate vesting, paid time off, and an Employee Stock Purchase Plan.

Gogo is an Equal Opportunity and Affirmative Action employer, committed to compliance with federal and state laws regarding equal employment opportunity.