Customer Support Manager

Priority StaffCorp • Tulsa, OK

3d

About The Position

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.

Requirements

• Bachelors 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

Nice To Haves

• Exposure to FAA Part 145 or similar regulatory environments
• Prior team leadership or supervisory experience
• Strong cross-functional collaboration with operations and quality teams

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

What This Job Offers

• Job Type: Full-time
• Career Level: Manager