Support Team Lead

TrustFlight is a global leader in aviation safety, security and operational excellence. Our software empowers many of the world’s airlines, business jet operations, airports, MROs and aviation service providers to enhance safety, streamline operations and improve overall efficiency. Trusted by over 1,600 customers in over 120 countries, we’re one of the largest independent software providers in aviation.

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.

Why Choose TrustFlight?

✈️ Our Mission: To revolutionise aviation by delivering digital workflow solutions that enhance safety, streamline operations, and inspire confidence across the industry.

🚀 Impact: Over 200,000 users rely on our systems every day for operational safety, compliance management, and mission-critical decision-making.

🚩 Core Values: Guided by integrity, responsibility, innovation, and excellence, we are committed to empowering our partners to operate with confidence.

Your Role

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.

What You’ll Be Doing

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.

Key Metrics For Success

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

Why Join Us

This is an opportunity to be part of an environment where you’ll have the freedom to innovate, build and create a customer experience that delights our aviation clients while keeping aviation safe, secure and efficient. Your contributions directly enhance the experience affecting hundreds of thousands of passengers and crew every month. You’ll be able to grow with us as we scale our revenue growth using cutting-edge AI tools and SaaS best practices.

We also offer:

·       Health & Wellness: Comprehensive benefits package including health and dental benefits. Paid time off plus an extra day off to celebrate your birthday.

·       Invest in your future: Take advantage of our company contribution to pension/RRSP matching program to grow your savings while you work.

·       Professional Growth: As a fast-growing company, we offer incredible opportunities for career advancement and skill development.

·       Competitive salary range: We place huge importance on the contribution and experience you bring to the team. The base pay offered is based on location and may vary depending on skills, job related knowledge, experience and internal equity.

What Makes You Stand Out

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.