About YOU:
As the Customer Support Lead at JSX, your main responsibility is to facilitate the smooth transition of new hires, support supervisors in handling frontline inquiries, and effectively de-escalate customer issues at the initial level. They are responsible for providing post-training support to new employees, ensuring a successful onboarding experience. Furthermore, they offer hands-on assistance by addressing inquiries, identifying optimal practices and workflows tailored to each new team member, and providing performance feedback.
What makes a successful Customer Support Lead?
- Professional
- Empathetic
- Reliable
- Problem Solver
- Team Player
Fine Print:
- This position is a hybrid position based at HQ. Work from home may be granted when there are no new hire training classes. When working at home, all requirements listed in the WFH SOP must be followed.
- Conduct post-training support for new hires to ensure a successful transition. Provide hands-on assistance to answer questions, identify best practices/workflows that suit the new crewmember, and provide performance feedback. Identify areas of opportunity, work with leadership to develop an action plan and execute in a timely manner.
- Conduct a 30/60/90 day review with each new hire to assess their progress in the role and their readiness to work from home.
- When there are no new hire training classes, the team lead would serve as the first level of escalation resolution for customer issues via all communication channels.
- Conduct new hire training when the Customer Support Trainers arent available.
- Directly responsible for e-ticket management within Customer Support
- Ability to handle Customer Support Representative questions and inquiries with the highest degree of knowledge, courtesy, and professionalism to resolve issues on the first contact
- Excellent attendance and reliability
- Retain up to date knowledge on the product including promotions, process, and policies
- Other duties as assigned
Pay & Perks:
Compensation is $22.00/hour. This was established after performing market research and is aligned with our approach to compensation.
- New Crewmembers become eligible for health benefits on the 1st of the month following the start of employment
- Medical plans start at just $64/month (100 employer paid dental & vision, up to $2,100 annual company HSA contribution to medical plan participants)
- Free non-revenue standby travel on JSX (deeply reduced non-revenue standby travel on many other major domestic & international airlines) for yourself + qualifying immediate family
- 401(k) match – 50 of your first 8
- Generous PTO plan
Vibe JSX:
We are not only a lifestyle carrier, but also a lifestyle employer where entrepreneurship meets determination, where doing what’s best is the standard, and where the experience is just as important as the destination. We’re all about supportive leaders who have your back and believe in a clear path to your success, being diverse and open-minded, and having a lot of fun along the way! JSX is your runway.
Additional Information:
May perform other responsibilities as assigned. Responsibilities and duties may change when circumstances dictate (emergencies, changes in workload, rush jobs, technical developments, etc).
JSX seeks to provide equality of opportunity in all aspects of employment, as well as to ensure that all personnel activities, such as the recruitment, selection, training, compensation, benefits, discipline, promotion, transfer, layoff and termination processes remain free of illegal discrimination and harassment based upon race, color, religion, sex, sexual orientation, gender identity, and national origin.