We are seeking a Customer Support Manager to lead all customer-facing communication and ensure an exceptional service experience in a fast-paced, regulated environment. This role is responsible for managing customer status communication, resolving escalations, supporting operational delivery commitments, and leading a team of Customer Support Representatives.

The ideal candidate is a strong communicator and problem-solver who can balance customer advocacy with operational, quality, and regulatory requirements.

Key Responsibilities

• Lead all customer-facing communication related to order status, repairs, deliveries, delays, documentation, and quality matters

• Serve as the primary escalation point for customer issues and coordinate resolution across Operations, Quality, Planning, Shipping, Sales, Engineering, and Finance

• Partner closely with production and planning teams to manage turnaround time (TAT), on-time delivery (OTD), and customer priorities

• Track, analyze, and report key customer performance metrics including CSAT, response time, case closure, and escalation trends

• Ensure accuracy, compliance, and traceability of CRM, ERP, shipping documentation, certifications, and customer records

• Support customer audits, regulatory audits (FAA/ISO), and customer performance reviews

• Coach, develop, and lead Customer Support Representatives through regular one-on-ones, feedback, and performance management

• Drive continuous improvement in communication workflows, response times, quoting speed, and customer visibility

Qualifications

• Bachelor�s degree or equivalent experience

• 5+ years of experience in customer support, operations, or service leadership

• Experience working in a regulated environment (aviation, aerospace, manufacturing, medical, or similar)

• Strong leadership, communication, and problem-solving skills

• Proficiency with CRM and ERP systems

Preferred Experience

• Exposure to FAA Part 145 or similar regulatory environments

• Prior team leadership or supervisory experience

• Strong cross-functional collaboration with operations and quality teams