Concierge

Aero is hiring a Concierge to act as the main liaison between the airline and its guests and prospective guests. This is a fully remote role based in the United States, open to people with a customer service background who enjoy serving and delighting others. Aviation experience is a plus but not required.

Aero flies direct, premium routes through private terminals, and the company says its service is about building guest relationships and community. The Concierge team handles everything from selling prospective guests on the experience to preparing guests for upcoming flights and solving problems along the way.

What you will do

• Provide personalized service to guests and prospective guests by phone, email, and chat, and resolve all open tickets promptly and concisely.
• Understand what prospective guests want and tailor the features and benefits of the Aero experience to their needs to drive trip booking conversion.
• Prepare documentation and materials for flights, support guests through their journey, and work closely with ground handling and airport partners remotely.
• Collect, document, and distribute guest information promptly according to established processes.
• Coordinate communication about flight management details, including itinerary changes, transportation arrangements, and special requests.
• Work closely with the Operations team on changes to flight schedules, weather, aircraft, irregular operations (IROPS), and accommodations.
• Communicate and escalate operational and experience issues.
• Collaborate with Concierge, Flight Crews, and Operations teams on decisions about daily operations.
• Use systems and tools effectively to keep operations running smoothly.
• Identify opportunities for new processes and systems, and contribute ideas and experiments to process improvement.
• Stay knowledgeable on all aspects of the Aero experience, including menus, flight schedules, guest procedures, and technology systems.
• Keep up to date on company and FAA policies and procedures, and follow the Concierge Playbook.
• Complete side work and daily tasks as directed by leadership and other departments.

What they are looking for

• Aviation experience is a plus but not required. A demonstrated background in customer service is preferred, especially in a luxury service environment, a customer-focused start-up, or the private aviation sector.
• Experience with email services and proficiency using customer service tools. Salesforce experience is a plus.
• Availability to work nights, weekends, and holidays, if required.
• Flexibility to work shifts that reflect the time zone of the main hubs in Los Angeles or New York.

Pay and benefits

• Pay range: $25/hr to $33/hr. Exact compensation may vary based on skills, experience, and location.
• Time off: PTO, accrued sick time, bereavement, and holiday pay.
• Benefits: medical, dental, vision, life, disability, 401k, dependent care FSA, and health FSA.

About Aero

Aero describes itself as redefining air travel with a modern approach inspired by the golden age of aviation. Its direct, premium flights via private terminals offer low-contact travel and the experience of flying private. The company says it invests in its people by prioritizing transparency, support, accountability, and fulfillment.