Job Description

About Us

TBX is a successful PE-backed SaaS business serving the aviation maintenance community. We are backed by leading aviation operators and investors looking to grow an exciting new platform supporting General Aviation. Our products have been used for over 30 years by over 10,000 aviation businesses in over 75 countries.

At TBX, our innovative SaaS solutions that help our clients streamline their business operations, stay compliant, and improve their workflows. We’re looking for a proactive Customer Support Specialist to join our growing support team and help us maintain our extreme level of customer love.

This is a unique role to work on a small team side-by-side with the CEO and our lead investors to build something truly remarkable. As such, we need someone with a high level of intellectual curiosity, professionalism, and energy as your roles and responsibilities may change as we continue to grow.

Our new, on-airport office is a fun work environment where you will get to work with amazing people and interact with aircraft on a daily basis.

Position Overview

As a SaaS Customer Support Specialist, you will be the first point of contact for our customers, providing assistance and resolving issues related to our software products. You’ll be responsible for troubleshooting technical problems, answering customer inquiries, and ensuring that each interaction results in a positive customer experience. You’ll also collaborate with other teams (Sales, Product, Engineering, etc.) to address escalated issues and contribute to our continuous improvement efforts.

Key Responsibilities

Respond to customer inquiries via email, chat, and phone in a timely and professional manner.
Troubleshoot and resolve technical issues related to software functionality, performance, and integration.
Assist customers with onboarding, product setup, and feature usage.
Provide clear and concise instructions to customers, ensuring they understand how to use the product effectively.
Investigate and document customer-reported issues, working with internal teams (engineering, product) to resolve them.
Create and maintain knowledge base articles, FAQs, and other self-help resources for customers.
Identify common customer pain points and provide feedback to the product team to improve the user experience.
Work closely with new sales and renewal support teams as needed to improve retention and learn the new sales process
Collaborate with the product and development teams to contribute to the product roadmap and improve the overall customer experience.

Qualifications

At least 2 years of customer facing experience, preferably in a technology/SaaS environment.
Familiarity with customer support tools (e.g., Hubspot, Kixie, Intercom, etc) and CRM workflows.
Experience troubleshooting technical issues and providing solutions to non-technical users.
A deep interest in learning how to scale businesses, learn new things, and/or aviation
Excellent written and verbal communication skills.
Strong problem-solving abilities and attention to detail.
Ability to handle sensitive customer interactions with empathy and professionalism.
Comfortable working in a fast-paced environment and managing multiple tasks simultaneously.
Familiarity with APIs, integrations, and software configuration is a plus.
This position is not remote. You must reside in the Columbus, OH area

Job Type: Full-time

Pay: From $65,000.00 per year

Benefits: