Customer Support Manager

Manager Customer Support

The Customer Support Manager develops and maintains strategic relationships with JetBlue Crewmembers, internal departments, and customers. The Manager serves supervisors through timely coaching and mentoring, ultimately contributing to the successful development of a growing team environment. The Manager will collaborate and partner closely with the general managers, directors, and VP to ensure the success of our customer interactions, preserving the direct relationship, controlling costs, and driving revenue.

Customer Support Managers will oversee one or more of the following teams:

• Business to Business Desk (B2B): The Business to Business Desk provides specialized support for meetings, contracted business travel, contracted groups, FAM/large travel certificate requests, corporate and government contracts, and other "non-standard"/unique group and contract bookings.
• Crew Travel: Assists crewmembers with business and leisure travel needs and plays an instrumental role in the development of partner e-ticketing pass riding agreements.
• Customer Recovery Specialists: Respond and resolve customer correspondence including irate and escalated customer concerns through multiple channels of communication including inbound/outbound email, chat, and phone using effective service recovery techniques. Respond on behalf of our executive crew, correspond with customers who are threatening legal action or claiming injury and handle and all customer recovery efforts related to medical events that occur in airports or on flights. Additionally, they respond to all ACAA-related complaints and DOT reports.
• Customer Support: Provides excellent customer service and meets customer needs through prompt responses to customer inquiries and requests in both voice and digital channels regarding travel on JetBlue and interline bookings. This includes JetBlue airports crewmembers and mosaic customers.
• Groups: Supports bookings of 10+ customers on the same flight (day, time, etc.).

Essential responsibilities include taking a significant role in the development of supervisors to support their engagement, growth, and goal achievement; leading a team of supervisors and crewmembers through the change cycle using effective change management practices; preparing and managing a budget including plan variance research and reporting; maintaining engagement of the operation and providing support to supervisors and crewmembers when needed; collaborating with other customer support and JetBlue teams to build effective relationships of alignment and unity; participating in assessing and implementing tools affecting crewmember performance, and training/retraining needs; resolving complex crewmember and customer service issues; working with various departments and providing, when necessary, assistance in projects to move initiatives forward; as needed, taking customer escalations and owning recovery; and other duties as assigned.

Minimum experience and qualifications include a high school diploma or general education development (GED) diploma; five (5) years customer service, sales, or airline experience, or three (3) years JetBlue CEX experience; five (5) years leadership or supervision experience, preferably in the airline industry; excellent verbal and written communication skills; a highly motivated individual, capable of taking initiative, flexible within a constantly changing environment; the ability to effectively manage and prioritize multiple tasks; the ability to work independently and in a high pressure team environment; and effective research skills including the ability to analyze information, make determinations, and issue reports in accordance with company guidelines.

Preferred experience and qualifications include a bachelor's degree; proficiency with Sabre Interact; knowledge of Aspect Scheduling Suite; the ability to fluently speak, read, write, and translate accordingly in Spanish (if applicable); and exceptional project and time management skills.