Job Description

About Acron Aviation

Acron Aviation is an agile commercial aviation partner with a long heritage of providing established, industry-certified solutions, as well as future-focused, data-driven innovations. With customers across the globe our employees are committed to the company mission of innovating to create safer skies. For more information visit acronaviation.com

About the role:

We are seeking a dynamic and visionary Head of Customer Support to join our leadership team

. This is a unique opportunity to take charge of an established, highly capable group of professionals and lead them on a journey to become a world-class customer support function.



The role will be responsible for setting the support strategy, improving service standards, and ensuring our processes, tools, and people deliver a consistently excellent customer experience.


As a key member of our leadership team, you will also play a central role in shaping the Training Systems strategy and driving operational excellence.


The role will report to VP Training Systems Aftermarket.

Our benefits include:

25 days holiday per year (plus bank holidays), increasing with long service and with the opportunity to buy/sell up to 5 days Private medical insurance with optional family cover Pension scheme of up to 7% employer contribution Life Assurance 4x salary (flexible up to 10x) Group income protection Flexible opt-in extras such as a health care cash plan, dental insurance, gym membership, critical illness cover and cycle to work scheme Employee assistance program providing mental health and wellbeing support Subsidised staff restaurant Staff car park incl. electric vehicle charging stations

What You'll Be Doing:

Leadership & Strategy

Lead and inspire an established support team, building on their strengths to achieve world-class standards. Develop and execute a clear customer support strategy aligned with business goals. Define and track key performance metrics to raise service standards. Identify trends and areas for improvement through customer feedback and data. Act as a champion for the customer within the business, ensuring their voice informs decisions at the leadership level.

Customer Management

Develop and implement strategies that elevate the customer experience across all touchpoints. Act as an escalation point for customer issues and ensure effective resolution. Build and maintain strong relationships with key customers.

Team Management

Lead and manage a support team of ~20, ensuring high performance and engagement. Coach and develop team members, supporting their career growth and skills development. Oversee resource planning, workload allocation, and staff performance.

Processes, Tools & Training

Foster a culture of continuous improvement, accountability, and excellence within the support team. Drive improvements and innovation in support processes, tools, and training to maximize efficiency and customer satisfaction. Own customer support tools (ticketing system, knowledge base) and ensure they are used effectively. Design and deliver training to ensure the team can meet customer expectations.

Cross-Functional Collaboration

Negotiate with other resource owners to secure the capacity needed to deliver on commitments. Influence stakeholders across the business to prioritise customer outcomes. Ensure alignment between customer support and wider company goals.

Essential Requirements:

Previous experience as a Head of of Customer Support or similar Strong background in customer-facing work and relationship management. Proven ability to lead a team of 20 people in a fast-paced environment. Experience in resource management and cross-team coordination. Knowledge of CRM or support systems and experience implementing new processes. Excellent communication, negotiation, and problem-solving skills. Experience using Lean tools to drive continuous improvement

What else is required to be successful in this role

Proven experience in building and scaling world-class customer support capabilities. Strong leadership track record in managing, coaching, and inspiring high-performing teams. Strategic thinker with the ability to translate vision into actionable plans and measurable outcomes. Excellent communication and stakeholder management skills, with the ability to influence at senior levels. * Passionate about customer success, with a relentless drive for service excellence