Customer Support Associate

Company description
JetInsight is building a platform to enable the world’s largest network of on-demand aircraft. Our best-in-class quoting and fleet management software empowers aircraft charter operators to optimize their businesses and sell more effectively. The platform and resulting network give us a unique ability to allow travelers to book flights directly in real-time.

Job description
As a Customer Support Associate at JetInsight, you are the first point of contact for our customers. JetInsight is proud to have the best customer service satisfaction in the industry, and you will uphold those standards by becoming an expert on the JetInsight Platform to promptly respond to and resolve customer inquiries. You will work closely with our Customer Success team to distill, prioritize, and scope customer needs to drive future product development. You will also design and update knowledge material in order to give our customers the fastest answers without having to wait for a response.

Your responsibilities will include:
  • Responding to customer inquiries via in-product chat, email, and phone to ensure customer loyalty and retention
  • Driving adoption and usage of JetInsight’s product and assisting the Customer Success team in managing customer relationships
  • Providing product feedback to the Product and Customer Success teams
  • Managing and updating customer knowledge base articles
  • QAing new features to ensure product quality before going live with customers
  • Professionalism in all customer relationships
  • Some after hours and weekend work may be required

You resonate with the following skills, traits, and experience:
  • Smart, strategic, and self-driven, with a product-focused mindset
  • A history of success in a customer-facing role – 2+ years of experience in SaaS customer support, or similar client-facing roles
  • Self-motivation and an attitude that gets things done
  • A desire to learn and immerse yourself in a new industry to truly understand the customer
  • Experience working with a technical product
  • Strong work and team ethic with high standards of quality
  • Strong problem-solving abilities to quickly understand customer’s core issues and find creative solutions
  • A strong interest in aviation and/or the travel industry is a plus

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