Customer Support Sales Specialist

Customer Support Sales Specialist

Gogo is looking for its newest Customer Support Sales Specialist team member. This exciting role combines front-line customer support with inside sales and account management to directly influence revenue growth, customer retention, and expansion.

The Specialist serves as a key commercial partner to Regional Sales Managers (RSMs), proactively identifying sales opportunities, improving renewal outcomes, and ensuring a frictionless customer experience from onboarding through lifecycle management.

COME ON BOARD THE GOGO SALES OPERATIONS TEAM!

How will you make a difference?

• Serve as primary/secondary point of contact for customers, OEMs, and dealers
• Manage inbound calls, emails, and chat inquiries with urgency and professionalism
• Handle billing inquiries and resolve discrepancies
• Execute service changes (plan updates, upgrades/downgrades, provisioning updates)
• Process agreements (CSA/SSA) and ensure data accuracy
• Deliver white-glove onboarding from quote through activation
• Support RSMs with quotes, proposals, and usage/cost analysis to drive upsell and cross-sell
• Identify expansion opportunities based on usage trends and customer needs
• Assist with renewals, retention strategies, and risk mitigation for at-risk accounts
• Prefill, validate, and accelerate agreement processing to reduce sales cycle time
• Generate and manage leads and opportunities in CRM
• Execute outbound campaigns to support pipeline generation and revenue growth
• Partner with Activations, RevOps, and Accounting to ensure accurate provisioning and billing readiness
• Maintain CRM data integrity and manage task queues
• Follow SOPs and meet SLAs
• Support trade shows, events, and customer visits
• Contribute to customer experience improvement initiatives

Qualifications

• Bachelor's Degree in Business or related field (or equivalent experience)
• 24+ years of experience in customer support, inside sales, or account management

Required Skills, Talents, & Experience

• Strong communication, problem-solving, and organizational skills
• Experience with CRM systems (Salesforce, Microsoft Dynamics)
• Ability to manage multiple priorities in a fast-paced environment

Preferred Skills, Talents, & Experience

• Experience in aviation, telecom, or technology industries
• Familiarity with provisioning or connectivity services
• Strong customer success and account management background

Equal Pay Disclosure(s)

Base Pay: 28.00 - 35.00 USD Hourly

Target Annual Short-Term Incentive: Bonus Plan at 5% (% of Annualized Base Pay)

Eligible for Incentive Stock Program: Yes

Benefits: Gogo offers competitive benefits including medical, dental and vision coverage with plans that can fit each employee's needs. We offer an immediate vesting 401k plan, paid time off and volunteer time off. Employees have the option to participate in an Employee Stock Purchase Plan. Visit the Careers page on our website for more information.

Gogo is an Equal Opportunity and Affirmative Action employer, working in compliance with both federal and state laws. We are committed to the concept of Equal Employment opportunity.

Qualified candidates will be considered for employment regardless of race, color, religion, age, sex, national origin, marital status, medical condition, or disability.