Customer Success Specialist (Aviation)

Location: Based in the São Paulo office; hybrid work with work from home up to 2 days per week depending on team needs. Flex Location allows up to 30 days per year working from any location in the world.

Company

Technology and communications solutions support airports, airlines, borders, and the global air travel industry.

What you will do

• Oversee service delivery and technical performance with the account team.
• Conduct customer service reviews and support executive reviews.
• Build customer knowledge and share insights across back-office functions.
• Manage customer change requests, change management, and problem management processes.
• Analyze customer data, usage patterns, trends, and satisfaction metrics.
• Identify at-risk customers and support retention, process, and tool improvement initiatives.

Requirements

• Bachelor’s degree in business administration, IT, customer service, or a related field; equivalent experience is accepted.
• 4–7 years of experience in customer or technical support, preferably in aviation or IT service management.
• Hands-on experience with CRM and/or ticketing systems.
• Experience with change management, problem management, data analysis, customer satisfaction tracking, stakeholder communication, and cross-functional coordination.
• Fluency in Portuguese, English, and Spanish is required.
• Based in the São Paulo office.

Nice to have

• ITIL certification.

Culture & Benefits

• Inclusive and diverse environment operating across 200 countries and 60 languages and cultures.
• Flex Week: work from home up to 2 days per week, depending on team needs.
• Flex Day to adapt the workday to personal plans.
• Up to 30 days per year of work from any location worldwide.
• Employee Assistance Program, Champion Health wellbeing platform, training platforms including LinkedIn Learning, and locally aligned benefits.