Support Team Lead, TrustFlight
£50-70k
Digital transformation services for aviation
Be an early applicant
Digital transformation services for aviation
21-100 employees
Be an early applicant
£50-70k
21-100 employees
Company mission
To be the trusted provider of digital workflow solutions to capture, store and share aviation data to improve safety and efficiency.
Role
Who you are
- You bring modern thinking to Support operations and are comfortable introducing innovation where it creates measurable value. It will be an added benefit if you are familiar with our tech stack
- Experience implementing AI-driven support tooling, automation or agent-assist solutions
- Exposure to agentic AI or workflow automation that improves resolution speed or ticket deflection
- Proven track record reducing ticket volumes through self-service or proactive support initiatives
- Experience using Zendesk, Jira, Fin AI, or a Customer Success Platform such as Gainsight or Planhat
- Background supporting regulated, safety-critical or operationally complex industries
What the job involves
- We are looking for a Support Team Lead to head up our Support function to provide exceptional and timely support to our customers when they need us
- As Head of Support, you will lead and evolve TrustFlight’s global Support function, delivering a high-performance, customer-centric operation across a 24/7, 365-day model
- You will be accountable for ensuring our 11-person support team consistently delivers responsive, high-quality assistance to aviation customers operating mission-critical systems
- This is a hands-on leadership role in a scaling SaaS business
- You will balance operational rigour with strategic improvement building structure, improving efficiency, embedding data-driven decision-making, and strengthening collaboration with Product and Engineering to continuously improve the customer experience
- You will own the end-to-end performance and evolution of the Support function, ensuring it scales in line with our growth and product complexity
- Lead, develop and coach a Support team of 11 agents
- Establish clear operational standards, workflows, escalation paths and performance expectations
- Own and report on Support KPIs, providing regular insight to senior leadership
- Drive continuous improvement initiatives to increase efficiency, reduce ticket volumes and improve resolution quality
- Optimise tooling, automation and self-service to improve customer experience and internal productivity
- Partner closely with Product and Engineering to improve issue resolution cycles, defect triage and root cause analysis
- Ensure clear, proactive communication during incidents and high-impact issues
- Build scalable documentation and knowledge management practices
- Support customer escalations and act as an executive point of contact where required
- Success in this role will be measured through operational excellence, customer satisfaction and scalable efficiency;
- Bullet SLA adherence rate
- First Contact Resolution (FCR)
- Average time to first response and time to resolution
- Number of replies per resolution
- Ticket deflection rate
- CSAT
- Escalation rate and aged ticket backlog
- Cost per ticket / support efficiency ratio
Salary benchmarks
Our take
TrustFlight develops intelligent workflow automation platforms and other tools with the aim of improving levels of efficiency and safety across the aviation sector. Currently, the company’s suite of products caters to maintenance programmes, technical support, tech and engine logs, and operational and equipment management.
It’s a slim sector to be operating in - and one would think it would pit TrustFlight head to head with a prohibitively strong slew of industry giants. TrustFlight, however, is seeing good growth - and has even partnered with the likes of Boeing to bring blockchain verification methods to aviation supply chains.
This integration of sourcing and the blockchain is proving a smart and lucrative bet across various industries, given the tightening regulatory focus on promoting supply chain oversight. It’s just one example of how TrustFlight is leveraging its deeptech expertise to digitally transform aviation. Developments in this sector won’t happen fast, but they are critical, and highly influential. TrustFlight has its sights set on becoming an important player in the space.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Company HQ
Coal Harbour, Vancouver, BC
Leadership
Karl Steeves
(Co-Founder & CEO)Prior to TrustFlight worked as a power electronics engineer with Jaguar Land Rover.
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