Aero · 16 hours ago
Guest Relations & Experience Supervisor
United States
Full-time
Remote
Entry, Mid Level
$63K/yr - $73K/yr
1+ years expAero is on a mission to elevate air travel by providing direct, premium flights via private terminals. The Guest Relations and Experience Supervisor will lead the Concierge team, ensuring service excellence and building long-term guest relationships to support Aero's strategic goals in revenue growth and operational quality.
Air TransportationLeisureTourismTravel
Responsibilities
Deliver high-touch support and tailored sales conversions to prospective and current guests
Oversee and coach Reservations Specialists on techniques to support achievement of sales and retention goals
Support onboarding, training, and continuing education for Reservations Specialists
Contribute to recognition and engagement initiatives that strengthen team culture
Manage guest relations with Aero Black members, VIPs, and group booking requests
Follow up with lapsed leads or inquires to drive bookings and guest retention
Identify opportunities for new processes, systems, or workflows to support revenue growth, including reviewing guest insights
Partner with Marketing and Management to support promotions and campaigns
Monitor daily team activity and provide coaching and feedback
Proactively coordinate communication of flight management details, including itinerary changes, transportation, and special requests.Serve as an escalation point for service issues and irregular operations (IROPS), including complaint management and service recovery
Manage IROPS communication and follow-up, including compensation workflows
Identify opportunities for new processes, policies, systems, or workflows to improve operations and lead rollout and implementation
Be the Guest Relations team’s Darwin subject-matter expert and primary escalation point for reservations/system issues
Ensure compliance with Concierge policies, service quality and consistency across the Concierge team
Support onboarding, training, and continuing education for Concierge
Provide overnight leadership coverage for guest needs and operation continuity
Conduct QA checks on upcoming flights, verify accuracy of guest details
Maintain guest profiles with accurate, timely information to support relationship building and personalization
Support EngageX by locating, organizing, and following up on leads
Support projects such as team newsletters, content creation, and sales playbook development
Ensure smooth handoff between overnight and daytime shifts
Qualification
Required
Minimum 1 year experience as a customer service team lead, supervisor or coordinator, at a consumer-focused company. Aviation or hospitality experience is a plus
Demonstrated ability to resolve complex guest issues and complaints
Demonstrated background in remote customer service & solving problems at a consumer-focused company, using email services and customer service tools – experience with Zendesk and working with high-net-worth customers is a strong plus
Comfortable working remotely and independently in a fast-paced environment
Extremely proactive, problem-solver, empathic and genuinely motivated by serving others
Flexibility to work in a 24/7/365 service operation that may require day, night, afternoon, weekend or holiday shifts
Company
Aero
Aero is an air travel company that matches air travelers with premium seats or shared charters.
11-50 employees
Funding
Current Stage
Growth StageTotal Funding
$121MKey Investors
AlbaCore CapitalKeyframe Capital Partners
2022-08-18Series B· $50M
2022-08-18Convertible Note· $15M
2021-03-09Seed· $16.5M
Leadership Team
Ben Klein
Chief Executive Officer
Mikael Pelet
Chief Operating Officer
Recent News
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