About Vector Airport Systems

Vector Airport Systems is an established international aviation software and services company with a positive team culture and an emphasis on visionary leadership. Our hard-working, innovative team delivers aircraft tracking, revenue generation, and mission-critical SaaS solutions to our clients.

With our PLANEPASS® service, we provide an outsourced, end-to-end accounts receivable management solution to airports. We are seeking an experienced Customer Service Manager to lead our PLANEPASS® customer service team and help ensure we continue to deliver responsive, accurate, and professional support as our business grows.

About the Position

As the Customer Service Manager, you will lead the team responsible for serving as the primary point of contact for our PLANEPASS® service. You will oversee day-to-day customer service operations, establish team priorities, monitor performance, resolve escalated issues, and ensure clients receive timely, accurate, and professional support.

The ideal candidate is an experienced people leader with a proven ability to develop high-performing teams, improve processes, and maintain service standards. You will work closely with the billing and collections teams to ensure customer questions are routed and resolved efficiently.

This is a player-coach role. It requires a proactive, hands-on manager who can balance team leadership with operational responsibilities. You should also be comfortable stepping in to assist with customer inquiries and escalations when needed.

This is a fully remote, full-time position with a standard business-hours schedule, Monday through Friday.

Key Responsibilities

• Lead and oversee the day-to-day operations of the PLANEPASS® customer service team.
• Establish team priorities, schedules, workflows, and assignments to ensure customer inquiries are handled efficiently, and service goals are achieved.
• Develop, implement, and continuously improve customer service procedures, standards, and SOPs.
• Monitor customer service quality, productivity, response times, resolution rates, and other performance measures to identify trends and opportunities for improvement.
• Resolve escalated customer concerns and complaints quickly and effectively, determining the appropriate course of action and coordinating with other departments when necessary.
• Ensure the team consistently provides accurate, professional, and timely responses to customer inquiries phone and email.
• Conduct regular performance evaluations and provide timely, constructive feedback and coaching.
• Coordinate onboarding and training for new team members and identify ongoing training and development needs for existing staff.
• Mentor team members and promote professional growth, accountability, collaboration, and continuous improvement.
• Partner with billing, collections, and other internal teams to establish clear workflows for escalations and ensure customer issues are brought to resolution.
• Analyze customer service activity and performance data and provide reporting and recommendations to senior management.
• Identify recurring customer issues and work cross-functionally to address root causes and develop sustainable solutions.
• Assist with customer service activities as needed to support the team during periods of high volume or when complex issues require management involvement.

Supporting Responsibilities

• Develop a strong working knowledge of aviation industry terminology and relevant business practices.
• Maintain a positive and professional rapport with customers during routine, complex, and sensitive conversations.
• Collaborate with team members and other departments to identify efficiencies, improve processes, and strengthen the overall customer experience.
• Adapt team processes and priorities as business needs, procedures, and customer requirements evolve.
• Promote a collaborative environment focused on achieving both customer service and company goals.

Candidate Requirements

• Minimum 5 years’ experience managing a customer service team.
• Minimum 5 years’ experience resolving escalated customer complaints and complex service issues.
• Experience developing and improving customer service workflows, training materials, and SOPs.
• Working knowledge of full-cycle accounts receivable, billing, and collections practices.
• Proficiency with CRM systems and Microsoft Office 365.
• Ability to collaborate effectively with other departments and all levels of leadership.
• Excellent written and verbal communication skills.
• Excellent organizational and time management skills.
• Bachelors degree preferred.
• Ability to work standard business hours, Monday through Friday.

Vector Workplace

We strive to be a terrific place to work, emphasizing teamwork, initiative, and results. The doors of Senior Leadership are always open. In additional to our benefits program, we are proud to offer a workplace with:

• Generous rewards for hard work and dedication.
• Leadership takes a constructive interest in every team member’s success.
• Our cultural focus on people and results - not bureaucracy and arbitrary rules.
• Work/Life Balance is respected and encouraged.
• Be part of a team that enjoys time together and helps each other succeed.
• You will not be micromanaged: Plan, prioritize and schedule your own tasks.

How To Apply

To be considered for the position, please follow the instructions below carefully. Applicants that do not meet these requirements may not be considered.

1. Apply directly through our official application link provided in this posting
2. Resume File Naming: The file name of your resume should be your last name, first name, and requisition ID 2641 in the following format: LastName_FirstName_ID2641
3. Application Completion: Please complete the application in full to be considered for the position.