Associate Customer Success & Support Specialist at FL3XX

This is a remote position.

FL3XX is a comprehensive software-as-a-service (SaaS) for the business aviation industry.  From quoting trips to scheduling flights, managing crew qualifications and submitting customs and migrations - FL3XX is an A to Z solution for a wide cross section of operators.  In the United States, we primarily serve Part 135 charter operators, Part 91 management operators and corporate flight departments, although we are quickly expanding to serve other operator types.  We also serve operators across the world - as a U.S.- based employee, you will be working with operators across North America.

We are in need of a person to grow quickly into a Customer Success & Onboarding role which includes processing support tickets, managing account needs, onboarding and training, and task/project management.  This is a great opportunity for an aviation professional interested in moving into the tech industry - you will begin by focusing on support and smaller operators, and have the opportunity to move into Enterprise account management and onboarding as you grow within the department.

NOTE: THIS IS A 1099 POSITION

What you'll do:Month 0 to Month 3

• Learn about FL3XX as a software: how it functions, its features, and how to troubleshoot user issues
  
• Learn about FL3XX as a company: its culture, its processes, how work gets done, and who is responsible for what
  
• Process Support tickets: this is every Customer Success person’s first exposure to serving customers at FL3XX and a great way to learn the ropes
  
  • Support rotation: We offer 24/7 Support between US-based teams and EU-based teams. We have a weekend rotation (a person covers 1 weekend every 8 weeks), a holiday rotation, and cover the occasional late night or early morning as needed.
    
• Learn how to document and reproduce user issues and funnel them into our development process
  
• Begin to take ownership of smaller accounts under the guidance of the CS team lead
  

Month 4 to  Month 8

• Continue growing as a Support agent - including occasional live video calls where you can document urgent issues
  
• Begin taking sole ownership of accounts - building a relationship with them, ensuring their problems are resolved, and increasing adoption of FL3XX’s offerings
  
• Assist onboarding by uploading data, scheduling onboarding calls, and answering customers’ questions about the process
  

Month 9 Onward:

• Onboard new accounts big and small under the direction of the Head of CS
  
• Serve as Key Account Manager for a book of accounts - becoming a master of directing requests and issues to their proper channel, building deep relationships, and driving adoption of features
  
• Continue to assist the Support desk - time here will have decreased, but responsibility for covering your weekend, the occasional holiday, and providing relief coverage as needed remains
  
• Begin to work towards a project of personal interest (improving and creating training materials, designing a request tracking system that provides better insights, hosting townhall-syle user seminars – the opportunities are limitless!)
  

Requirements

• A track record of comfortability around new technologies and the ability to quickly learn new software - start-up experience a plus
  
• Experience in business aviation (sales, flight coordination, passenger services, crew) or passion for aviation and the confidence to learn
  
• Ability to approach customer issues in a structured and calculated manner
  
• Strong written and verbal communication skills
  
• Self-confident, unafraid of making mistakes, approaches new challenges with strength and flexibility
  
• Excellent multitasking and project management skills
  
• Well-organized with the ability to prioritize.
  

Benefits