Spidertracks, is an industry leader in aircraft tracking, safety and fleet management solutions for commercial aviation. Join us now, us as we build a modern SaaS suite of products, helping our global aviation customers to ensure the safety and efficiency of their aircraft, crew and passengers; in doing so you will help save lives. If you seek mastery of your craft, have a curious mind and a healthy disrespect for the status-quo, then Spidertracks is for you!
This is a hands-on role within a small team where you will be managing global operations for customer support. Key objectives are to ensure we meet our SLA's, that our customers are receiving an adequate and efficient experience when engaging with us, such that we remain within their threshold of acceptance, and for buffering our development team from tier two and three issues.
Additionally, this role will have cross-functional responsibilities working within our engineering and product teams to prioritise and 'own' escalated issues through to resolution.
The right person will have passion and empathy for the customer, a data driven mindset, and proven ability to lead high performance teams.
You will have 3 key attributes:
Customer focus – ensuring that customers are satisfied with the service they are receiving and that the support team provides quick and effective troubleshooting
Technical competence – the ability to use a range of tools and techniques to dive into technical details that may underlie an issue
Engineering mindset - an ability to source data and apply engineering principles in processing, interpreting and communicating coherently across the business