VECTOR AIRPORT SYSTEMS
CAREERS
Why Work at Vector?
Vector is an established high-energy company with a start-up vibe. We apply our technology and engineering expertise to deliver industry-leading aircraft tracking, fee billing & collection technologies to airports across the US. Vector is committed to bringing the best possible products and services to our clients - and we believe this starts with our people. Our success depends on helping each member of our team discover and reach their full potential so that we all succeed together.
The Vector Environment
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Majority of positions are fully remote, no in-office requirements
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Great benefits: 401k w/ 4% matching contribution; health, vision and dental plan; 3 weeks of paid leave; tuition assistance for continuing or career-related education
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Ample opportunity for career growth – we promote from within
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Leadership takes a constructive interest in every team member’s success
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You will not be micromanaged: plan, prioritize and schedule your own tasks
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Work/Life Balance is a real thing at Vector!
Vector Airport Systems is an Equal Opportunity Employer. We respect and seek to empower each individual and support the diverse cultures, perspectives, skills and experiences within our workforce.
GENERAL INQUIRY
We are accepting resumes to fill a variety of positions including but not limited to Software Engineers, Product Owners, Project Managers, and Account Executives.
To apply for a specific role listed below, please submit your application using the provided link. For general inquiries, please send your resume to [email protected].
Customer Service Specialist
As a Customer Service Specialist, you will be a primary point of contact for our PLANEPASS® service, responding to inbound phone and email inquiries, clarifying account and invoice details, researching questions, and resolving issues with accuracy and professionalism. You will document each interaction in our CRM, coordinate with internal teams when escalation is needed, and follow through to ensure timely resolution.
You will additionally spend approximately 10% of your time assisting the collections team as needed, including helping customers with payment questions and conducting professional follow-up on past-due balances.
We are seeking a confident professional who can communicate clearly and effectively, manage multiple priorities, and maintain a positive and professional rapport with all clients.
This is a fully remote, full-time position with a standard business-hours schedule, Monday through Friday.
Key Responsibilities:
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Respond to inbound customer inquiries by phone and email, providing timely, accurate, and professional assistance.
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Research account, invoice, and payment questions; explain findings clearly and work toward first-contact resolution whenever possible.
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Resolve customer concerns and complaints with professionalism, escalating complex issues to the appropriate team when needed.
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Precisely document and log customer interactions using Vector’s internal CRM software platform.
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Maintain Vector’s success rate by applying established methods and customer service standards to meet and exceed goals.
Supporting Responsibilities:
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Gain a working knowledge of aviation industry terminology and business practices through ongoing on-the-job training.
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Research accounts using available company records and internet resources.
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Collaborate with team members to find greater efficiency, new methods, or process improvements to bring in more revenue and find success as a group – Vector is all about teams working to achieve greater outcomes.
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Adapt to changing priorities, new procedures, and evolving customer needs while maintaining quality and productivity.
Candidate Requirements:
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Minimum of 3 years in a dedicated customer support or service role responding to inbound customer inquiries by phone and/or email
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Experience researching and explaining account, invoice, billing, or payment information
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Proficiency with CRM systems and the Microsoft Office 365 suite
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Strong verbal and written communication skills, including active listening and clear explanations
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Highly organized with excellent attention to detail and accurate documentation habits
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Ability to prioritize multiple customer needs and adapt to changes in workflow
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Strong problem-solving skills and sound judgment when resolving or escalating issues
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A collaborative, customer-focused attitude that supports team and company goals
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Ability to work standard business hours, Monday through Friday
Ready to join us? CLICK HERE TO APPLY
Customer Service Manager
As the Customer Service Manager, you will lead the team responsible for serving as the primary point of contact for our PLANEPASS® service. You will oversee day-to-day customer service operations, establish team priorities, monitor performance, resolve escalated issues, and ensure clients receive timely, accurate, and professional support.
The ideal candidate is an experienced people leader with a proven ability to develop high-performing teams, improve processes, and maintain service standards. You will work closely with the billing and collections teams to ensure customer questions are routed and resolved efficiently.
This is a player-coach role. It requires a proactive, hands-on manager who can balance team leadership with operational responsibilities. You should also be comfortable stepping in to assist with customer inquiries and escalations when needed.
This is a fully remote, full-time position with a standard business-hours schedule, Monday through Friday.
Key Responsibilities
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Lead and oversee the day-to-day operations of the PLANEPASS® customer service team.
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Establish team priorities, schedules, workflows, and assignments to ensure customer inquiries are handled efficiently, and service goals are achieved.
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Develop, implement, and continuously improve customer service procedures, standards, and SOPs.
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Monitor customer service quality, productivity, response times, resolution rates, and other performance measures to identify trends and opportunities for improvement.
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Resolve escalated customer concerns and complaints quickly and effectively, determining the appropriate course of action and coordinating with other departments when necessary.
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Ensure the team consistently provides accurate, professional, and timely responses to customer inquiries phone and email.
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Conduct regular performance evaluations and provide timely, constructive feedback and coaching.
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Coordinate onboarding and training for new team members and identify ongoing training and development needs for existing staff.
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Mentor team members and promote professional growth, accountability, collaboration, and continuous improvement.
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Partner with billing, collections, and other internal teams to establish clear workflows for escalations and ensure customer issues are brought to resolution.
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Analyze customer service activity and performance data and provide reporting and recommendations to senior management.
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Identify recurring customer issues and work cross-functionally to address root causes and develop sustainable solutions.
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Assist with customer service activities as needed to support the team during periods of high volume or when complex issues require management involvement.
Supporting Responsibilities
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Develop a strong working knowledge of aviation industry terminology and relevant business practices.
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Maintain a positive and professional rapport with customers during routine, complex, and sensitive conversations.
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Collaborate with team members and other departments to identify efficiencies, improve processes, and strengthen the overall customer experience.
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Adapt team processes and priorities as business needs, procedures, and customer requirements evolve.
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Promote a collaborative environment focused on achieving both customer service and company goals.
Candidate Requirements
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Minimum 5 years’ experience managing a customer service team.
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Minimum 5 years’ experience resolving escalated customer complaints and complex service issues.
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Experience developing and improving customer service workflows, training materials, and SOPs.
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Working knowledge of full-cycle accounts receivable, billing, and collections practices.
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Proficiency with CRM systems and Microsoft Office 365.
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Ability to collaborate effectively with other departments and all levels of leadership.
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Excellent written and verbal communication skills.
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Excellent organizational and time management skills.
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Bachelors degree preferred.
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Ability to work standard business hours, Monday through Friday.
Ready to join us? CLICK HERE TO APPLY
How to Apply
Interested in applying for one of the above positions? We'd love to hear from you! Simply follow the application link for the position you're interested in and complete the application, including uploading a copy of your resume.
Once submitted, our team will review you application and reach out if your experience and qualifications align with the position. We appreciate your interest in joining Vector!