Customer Support Manager

About us

i6 provides the world’s most advanced end-to-end Aviation fuel management technology - enabling operational efficiency, transparency, and sustainability for airlines, fuel service providers, and suppliers. 

Our cloud-based solutions digitise the entire aviation fuel lifecycle through real-time fuel inventory and into-plane management platforms, patented electronic refuelling technology, and advanced fuel analytics and insights. 

With the adoption of our technology, our customers have been able to reduce thousands of tonnes of CO2 and benefited from millions in cost savings. 

Your new role

As a Customer Support Manager at i6 you will lead our 24/7 support function, ensuring that our customers which use the multi i6 platforms will get timely, high-quality assistance for their frontline operations. You’ll be directly responsible for day-to-day service desk performance, managing KPIs, and working closely with Product Management, Engineering, Sales, and Customer Success to ensure customer issues are resolved and insights flow back into the business.

To be a great fit for this role you should have the following:

• Customer-first mindset with a focus on operational continuity.
• Detail-oriented and data-driven approach to service improvement.
• Ability to roll up sleeves and handle escalations in real time.
• Comfortable translating technical issues into clear, actionable updates for non-technical stakeholders.

What you will do

• Manage the Support Team: Responsible for leading a team of +8 personnel, to deliver exceptional service to i6 customers, and ensure the team achieve their targets and goals.
• Hands-On Leadership: Manage, coach, and work alongside service desk analysts; handle escalations personally when necessary to maintain service quality.
• Operational Support Excellence: Oversee the triage, prioritization, and resolution of incidents and service requests from customers engaged in live refuelling operations.
• KPIs & SLAs: Define, monitor, and report on service desk KPIs (first-response time, resolution time, customer satisfaction, backlog, etc.) to ensure targets are met or exceeded.
• Cross-Functional Collaboration: Serve as the main support interface to Product Management, Engineering, Sales, and Customer Success—feeding back operational issues, customer pain points, and feature requests to drive continuous improvement.
• Knowledge Management: Build and maintain an internal and customer-facing knowledge base, including refuelling-specific workflows, FAQs, and troubleshooting guides to speed resolution via internal support portal.
• Customer Communication: Ensure clear, timely communication with customers regarding incidents, planned maintenance, product updates, and new features.
• Process & Tooling Improvement: Implement best-practice workflows (ITIL-aligned where appropriate) and optimise the use of service desk tools (Jira Service Management).
• Training & Readiness: Partner with Customer Success to ensure customers are trained on new features and support staff are briefed on upcoming changes.
• Compliance & Safety: Maintain awareness of employee safety and compliance requirements relevant to home working employees and ensure support practices align with them.
• Travel: There may be a requirement to travel to i6 Head office as required.

Who you are

• 3–5+ years’ experience managing a service desk or technical support team in a SaaS or operationally critical environment.
• Familiarity with the aviation industry is highly preferred.
• Track record of setting, monitoring, and achieving service desk KPIs.
• Experience working cross-functionally with Product, Engineering, Sales, and Customer Success teams.
• Hands-on expertise with service desk and incident management tools.
• Excellent communication, stakeholder management, and problem-solving skills under time pressure.
• ITIL Foundation or similar certification is desirable.

A bit more about us

• We’ve recently raised our Series B funding.
• We are a remote first company with offices in Farnborough and Manchester.  A number of our team are fully remote and some teams are primarily remote, typically meeting in the office once a month. 
• We aim for all of the company to come together for a day once a quarter.
• Our benefits include: 25 days annual leave + your birthday day off, private healthcare and 5% pension contribution.