Customer Support Manager

Responsibilities

Role Overview: Provide advanced operational support across the end-to-end customer journey, by managing key operational tasks such as onboarding, billing, and account setup. Work closely with the Account Executives and internal teams to ensure a seamless and high-quality customer experience for Wheels Up members.

• Administer new member contracts via DocuSign in collaboration with Legal, validating terms and ensure timely execution
• Collect and process new member information to create profiles and open fund accounts
• Partner with Finance and your Relationship Manager to manage account funding, proactively resolve billing issues, and handle escalations
• Maintain accurate records and documentation in internal systems to support operational transparency
• Monitor and communicate outstanding billing items to internal teams, ensuring accurate and timely resolution
• Support the quote and booking process by preparing proposals and assisting with off-fleet flight arrangements
• Audit customer creditworthiness during fund processing and escalate concerns as needed
• Identify process improvement opportunities to enhance efficiency, accuracy, and overall client experience

Qualifications

• Strong attention to detail and ability to manage multiple priorities
• Excellent communication and collaboration abilities
• Proven experience working with contracts, billing, or finance operations in a client-focused setting
• Demonstrated ability to resolve complex operational issues
• Minimum of 3-5 years of sales support, customer service, customer experience, or -related experience required
• Bachelor’s degree or equivalent experience

The Extras We Value

• Experience in aviation, finance, or legal operations
• Familiarity with DocuSign or similar contract management tools
• Proactive, solutions-oriented mindset with a focus on delivering exceptional service
• Physical Requirements: Standard office and computer usage required

What We Offer

• Salary Range & Benefits: Between $65,000 - $75,000
• Incentive Program: Rewards individual and organizational performance
• Benefits: Tuition Reimbursement, Competitive 401(k), Comprehensive Medical, Dental, and Vision Insurance, Mental Health and Wellness Counseling through Spring Health, Financial Planning Assistance through WellCents, and Additional Programs and Services