Customer Support Manager

About CAMP Systems

CAMP Systems is the trusted leader in aircraft compliance and health management, serving the global business aviation industry. With over 20,000 aircraft and 33,000 engines supported on cutting-edge platforms, and partnerships with more than 1,300 maintenance facilities and parts suppliers worldwide, the company has been shaping the future of aviation technology since 1968. CAMP has grown to a dynamic team of 1,600+ employees across 14 locations globally, united by a passion for innovation and excellence.

Mission & Vision

We connect the aviation industry through smart technology to make flight safer and more efficient, driving the future of aviation with intelligence and exceptional customer experiences.

Our Values & Excellence Mindset

We are customer obsessed, trust-driven, owners of our work, stronger together, constantly curious, and boldly innovative.

What You Will Experience in This Role

Are you passionate about helping clients solve complex challenges, able to empathize with customer needs and support them through critical business transformations? The Support department is a hub of CAMP Software's customer-facing organization, ensuring customers receive excellent ROI when they choose CAMP as their software provider. The successful candidate will report directly to the company's Director of Customer Success.

The successful candidate must be skilled in running a Support Department as a manager, with a full understanding of SLA, contracts, and KPI, as well as being a customer-focused, multi-tasking individual with a proven track record within ticketing systems (at the administration level, Zendesk preferred). In addition, a successful candidate proposes new and creative ideas, possesses highly effective communication skills, and enjoys building constructive and effective relationships.

Responsibilities

• Lead day-to-day software support operations, ensuring timely resolution of incidents and service requests.
• Manage, mentor, and develop the Support team while fostering a collaborative, accountable, and customer-focused culture.
• Serve as the primary escalation point for complex customer, software, and production issues.
• Monitor and manage SLAs, response and resolution times, ticket backlog, system availability, and other key support metrics.
• Partner with Development, QA, Systems, and Operations teams to troubleshoot defects, perform root-cause analysis, and drive corrective actions.
• Prioritize customer-impacting issues, software defects, and enhancement requests based on business and customer needs.
• Support software releases, patches, upgrades, and production deployments, ensuring changes are tested, documented, communicated, and supported.
• Analyze incident and ticket trends to identify opportunities to improve support processes, system reliability, and the customer experience.
• Establish and maintain support procedures, troubleshooting guides, knowledge-base content, and training materials.
• Ensure the Support team has the tools, access, training, and resources needed to effectively assist customers.
• Provide management with regular reporting on support performance, trends, escalations, and operational metrics.
• Maintain clear communication with customers and internal stakeholders throughout incident resolution.
• Drive continuous improvement through incident reviews, knowledge sharing, process enhancements, and support best practices.

Requirements

• 3+ years of experience managing or supervising a software support team.
• Strong understanding of SLAs, support KPIs, knowledge-base management, and ticketing operations.
• Experience administering a ticket management platform; Zendesk preferred.
• Experience supporting SaaS or ERP software preferred.
• Strong written, verbal, analytical, and problem-solving skills.
• Demonstrated ability to take ownership of complex issues and drive them through resolution.
• Strong planning and organizational skills with excellent attention to detail.
• Ability to work effectively with customers as well as technical and business teams.
• Experience coaching employees, providing performance feedback, interviewing candidates, and conducting performance reviews.
• Experience with JIRA and Confluence.
• Working knowledge of databases such as SQL or Oracle preferred.
• Bachelor's degree in a technical discipline preferred.

Why Work at CAMP?

Join a culture where your ideas matter, your impact is real, and your growth is supported. Be part of a team reimagining the future of aviation.