Customer Support Manager (Aerospace & Defense, MRO)

Location: Itasca, Illinois, United States. Remote work is offered alongside in-office collaboration; shift, coverage, or on-call participation may be required.

Salary: $85,000–$95,000 base annualized.

Company

hirify.global provides AI-driven enterprise software solutions globally, with a focus on customer impact, collaboration, sustainability, and innovation.

What you will do

• Lead the day-to-day EMX Support Team operations, including workload management, case ownership, prioritization, escalations, and customer communication.
• Oversee incidents, service requests, documentation, routing, service-level expectations, and quality standards.
• Manage complex escalations and coordinate customers with R&D, QA, DB, Consulting, and other internal teams to resolve issues.
• Coach and develop Support Team members through knowledge sharing, workload planning, and capability development.
• Align EMX support operations with global hirify.global processes, governance, documentation, and knowledge-sharing standards.
• Identify process gaps and recurring issues, driving improvements to workflows, knowledge content, and operational practices.

Requirements

• Experience in application support, technical support, service operations, or a similar customer-facing support role.
• Strong understanding of case ownership, incident handling, escalation paths, customer communication, and SLA/KPI-driven service delivery.
• Ability to investigate, reproduce, and analyze customer issues through application-level troubleshooting and evidence gathering.
• Ability to translate business and customer operational issues into technical support activities.
• Clear, professional written communication and disciplined case notes, customer updates, and audit-ready documentation.
• Ability to collaborate effectively with Consulting, R&D, QA, DB, and other internal stakeholders.
• Experience with ServiceNow, Jira, or similar work-tracking tools.
• Experience supporting airlines, MRO providers, business aviation operators, or defense aviation organizations.
• Knowledge of aircraft maintenance planning, engineering records, maintenance control, or continuing airworthiness processes, plus experience in regulated or compliance-driven environments and SLA/KPI-driven support.
• Willingness to work agreed support coverage, shift, or on-call arrangements when required.

Nice to have

• Knowledge of EMX/Empower MX or comparable aviation maintenance management systems.
• Knowledge of ITIL or a similar practice.
• Experience with knowledge management, process improvement, or operational standardization.

Culture & Benefits

• Flexible paid time off, including sick leave and holidays.
• Medical, dental, and vision insurance; 401(k) with company contribution; flexible spending accounts.
• Life insurance, disability benefits, and tuition assistance.
• Community involvement and volunteering events.
• Flexible remote and in-office working intended to support personal flexibility and connection with colleagues.
• Temporary six-month maternity-leave coverage contract.

Hiring process

• Qualified applicants receive consideration without regard to protected characteristics; hirify.global is a VEVRAA Federal Contractor and Equal Opportunity Employer.