Guest Relations & Experience Supervisor

5 hours, 53 minutes ago
Full-time
Junior
Customer and Technical Support
Aero

Aero

Aero redefines air travel with meticulously designed jets and direct first-class flights, offering a seamless and magical travel experience to the best leisure destinations in the world.

Airlines
11-50
$104M raised

Description

  • Provide day-to-day leadership, coaching, and support for the remote Concierge team across sales, operations, and overnight/admin coverage.
  • Oversee escalations, service recovery, complaint management, and irregular operations communication.
  • Coach Reservations Specialists on sales conversions, retention, and guest engagement techniques.
  • Support onboarding, training, continuing education, and team recognition initiatives for Concierge and Reservations staff.
  • Manage guest relations for Aero Black members, VIPs, and group booking requests.
  • Follow up on lapsed leads and inquiries to drive bookings and guest retention.
  • Coordinate flight-related guest communications, including itinerary changes, transportation, and special requests.
  • Maintain accurate guest profiles and ensure timely handoffs between overnight and daytime shifts.
  • Identify and help implement process, policy, system, and workflow improvements that support revenue growth and operational quality.
  • Serve as the primary subject-matter expert for Darwin and reservation/system issues.

Requirements

  • Minimum 1 year of experience as a customer service team lead, supervisor, or coordinator at a consumer-focused company.
  • Experience in remote customer service and problem-solving in a fast-paced environment.
  • Demonstrated ability to resolve complex guest issues and complaints.
  • Experience with email-based customer service tools; Zendesk experience is a strong plus.
  • Experience working with high-net-worth customers is a strong plus.
  • Aviation or hospitality experience is a plus.
  • Strong leadership and coaching skills for supporting remote teams.
  • Exceptional written and verbal communication skills with empathy and a problem-solving mindset.
  • Ability to work independently and stay proactive, detail-oriented, and adaptable across multiple work streams.
  • Flexibility to work in a 24/7/365 operation, including day, night, weekend, and holiday shifts.

Benefits

  • Salary of $63,000 to $73,000 per year.
  • Remote work arrangement.
  • Opportunity to work in a premium travel environment with direct guest interaction.
  • Exposure to a 24/7/365 operations team with varied shift coverage.
  • Role supporting revenue growth and service quality initiatives.

Interested in this position?

Apply directly on the company website

Apply Now

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