Customer Support Representative to Web Manuals

At Web Manuals, we’re redefining aviation with our state-of-the-art SaaS solutions. Our mission? To revolutionize how aviation professionals work while reaching new heights of innovation and service. As a bootstrapped company, we chart our own course, breaking barriers and setting our sights on the stars and beyond. We’re proud to offer an environment where you can soar—both professionally and personally—and explore a world of opportunities within an international team. With offices in Malmö (HQ), San Diego, New York, Sydney and Singapore, we’re growing rapidly. Now, we’re on the hunt for a Customer Support Representative to join our team in New York! Take the leap and join Web Manuals on our journey to revolutionize aviation—apply today! Stationed in New York City, the global Support & Academy Team are working closely with colleagues in San Diego, Singapore and Sweden. The team collaborates extensively with the customer experience department, focusing on the Americas customers, and maintains overlapping communication with teams in Sweden, San Diego, Sydney and Singapore. We are looking for a self-motivated individual with tech support experience, strong troubleshooting skills, and the ability to communicate daily with the team! Your key responsibilities

• Participate in the Support and Training processes
• Lead on-site & online deliveries for clients
• Conduct on-site and online training and workshop sessions for clients
• Conduct on-site and online training and workshop sessions for customers
• Participate in all applicable activities within Customer Support Management
• Participate in other relevant internal activities and projects
• Provide support to customer representatives by phone, e-mail and other available tools
• Create support content for customers, such as online guides and support material for the Help Center
• Manage and moderate the Community Forum

What we're looking for

• Experience in customer support, technical support, or customer service roles (B2B experience preferred).
• A technical aptitude with a keen interest in technology and problem-solving.
• Excellent communication skills, both written and interdisciplinary, with the ability to collaborate effectively across teams.
• Ability to thrive in a fast-paced, global environment
• Industry knowledge in SaaS or aviation is a plus, along with international work or study experience.
• Adaptability and a proactive mindset.
• Customer-focused approach with a dedication to delivering high-quality service.
• Professional and clear communication style when engaging with clients and internal teams.
• Strong time management skills to handle tasks efficiently and meet deadlines.
• Commitment to excellence, with a strong work ethic and a passion for continuous learning.

Other information

• Start date: May
• Location: New York City, In Office
• Salary level: 55,000-65,000
• This recruitment process will include a behavioral assessment through Predictive Index. The test is a tool with the aim of identifying candidates with the highest potential for the position and to ensure equality, diversity and a fair and objective recruitment process.

Curious about what it’s like to work at Web Manuals? Check out our Instagram account and visit our About us page! Apply Job!