The Gogo Business Aviation Supervisor, Customer Support will manage the Activations and Tier 1 Customer Support team and is responsible for providing global, efficient and high-quality customer support services to Gogo Business Aviation dealers, OEMs and customers. This role supports establishing customer accounts, resolving customer account issues, activating hardware and services, and support issues relating to Gogo Business Aviation products and services.
In this role you get the opportunity to also work with cross-functional teams on process improvement and key objective projects while supervising a dynamic, high-performing team.
Are you passionate about the aviation industry? Are you excited to troubleshoot complex technical issues? Do you love helping customers?
COME ON BOARD THE GOGO BUSINESS AVIATION ACTIVATIONS & TECHNICAL SUPPORT TEAM!
How will you make a difference?

• Provide day-to-day 24/7 leadership of a team of global customer support specialists
• Responsible for the coaching and development of a high-performing team
• Support the day-to-day operations of customer services inclusive of the responsibility of ensuring service activation within 24 hours and supporting all customer accounts
• Motivate the team to meet Key Performance Indicators (KPIs)
• Field complex questions for customers, OEMs and dealers including senior level external personnel in support of all Gogo Business Aviation products and services
• Give support to end-users of Gogo Business Aviation systems on issues relating to proper use/operation, functionality of services, and appropriate service plans
• Collaborate with Tier 2 technical support, Field Service Engineers (Post-Installation) for escalation and support
• Work cross-functionally with Finance to ensure accurate billing of services, resolving complex invoice issues in a timely and efficient manner
• Perform testing and deliver user acceptance expertise for new products, services and processes
• Serve as the point of contact for the customer support team in handling sensitive customer issues or complaints
• Investigate root causes for service issues and works with internal teams to get problems fixed
• Define, implement, and maintain the trouble ticketing system and the global telephone routing system for inbound calls
• Champion a Lean mindset and is responsible for driving continuous improvements
• Organize, optimize and oversee the schedules and work of the customer support teams
• Manage and assesses team activities, providing them with regular performance-related feedback
• Train new employees in the company's policies, procedures, and best practices

Qualifications

• Associate's Degree or equivalent work experience
• 4-7 years of experience working in customer support
• 2-4 years of Supervisor or Managerial experience

Required Skills, Talents & Experience

• Superb customer service skills
• Ability to coach others; develop a high-performing team
• Proficiency to develop and execute troubleshooting action plans
• Skilled in prioritizing multiple time-critical customer cases while maintaining a pleasant and professional demeanor
• Demonstrated experience in writing work instructions
• Advanced level skills using Microsoft Office computer applications (Word, Excel, Power Point and Outlook)

Preferred Skills, Talents & Experience

• Energetic and self-motivated; ability to work independently with minimal supervision for extended periods
• Excellent written and verbal communication skills
• Ability to perform independently and in a team environment
• Organizational and time management skills

Equal Pay Disclosure(s)
Base Pay:
70,400.00 - 88,000.00 USD Annual
Target Annual Short-Term Incentive:
Bonus Plan at 10% (% of Annualized Base Pay)
Eligible for Incentive Stock Program:
Yes
Benefits:
Gogo offers competitive benefits including medical, dental and vision coverage with plans that can fit each employee's needs. We offer an immediate vesting 401k plan, paid time off and volunteer time off. Employees have the option to participate in an Employee Stock Purchase Plan. Visit the Careers page on our website for more information at www.gogoair.com/careers.
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Gogo is an Equal Opportunity and Affirmative Action employer, working in compliance with both federal and state laws. We are committed to the concept of Equal Employment opportunity.
Qualified candidates will be considered for employment regardless of race, color, religion, age, sex, national origin, marital status, medical condition, or disability.
The EEO is the law and is available here. Gogo participates in E-Verify (English and Spanish). Right to Work Statement (English and Spanish).