Customer Support Manager

Wheels Up is a global provider of on-demand private aviation and related services. The Customer Support Manager provides advanced operational support across the customer journey, managing onboarding, billing, account setup, booking support, escalations, and process improvements to enhance client satisfaction.

Responsibilities:

• 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
• 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
• Assess customer creditworthiness during fund processing and escalate concerns as needed
• Maintain accurate records and documentation in internal systems to support operational transparency
• Identify process improvement opportunities to enhance efficiency, accuracy, and overall client experience

Requirements:

• 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
• Experience in aviation, finance, or legal operations
• Familiarity with DocuSign or similar contract management tools
• Ability to work in a fast-paced, team-oriented environment
• Proactive, solutions-oriented mindset with a focus on delivering exceptional service