Customer Service Supervisor

Responsibilities for this Position

Customer Service Supervisor

Location: Teterboro, NJ, US, 07608
Job Category: Fixed Base Operations (FBO)
Career Level: Professional
Requisition Id: 4907

Since 1967, Jet Aviation has been crafting flight in its smoothest form. From one hangar in Basel, Switzerland, to over 4,500 employees, and some 50 locations worldwide. Aircraft Management, Aircraft Sales, Charter, Completions, Government Services, FBO, Fixed and Rotary Wing Maintenance, and Staffing. Behind every seamless Jet Aviation experience, is a team of dedicated professionals perfecting the art of flight. The artisans of aviation. The craft that brings our customers’ journey to life. In the hangar, on the ground, and behind the scenes. Enabling global flight, with passion.

Position Summary

As Customer Service Supervisor, you will play a pivotal role in delivering an exceptional, luxury customer experience at every touchpoint. This hands-on leadership position requires a proactive professional who inspires and develops a high-performing team, ensuring every client interaction reflects Jet Aviation’s world-class standards. You will set the tone for service excellence, foster a culture of continuous improvement, and uphold the highest levels of safety and compliance.

Your primary focus will be to lead by example—coaching and empowering your team to anticipate client needs, resolve issues with poise, and consistently exceed expectations in a fast-paced, dynamic environment. By leveraging your people management skills and operational expertise, you will strengthen client loyalty and support Jet Aviation’s reputation as a global leader in business aviation services.

Minimum Requirements

• An associates degree in business, communications or related field.
• Strong background in customer service leadership, ideally within corporate aviation, hospitality, or corporate aviation mixed with other luxury-driven industries.
• Minium five years of experience in customer service roles, with at least two years in a supervisory capacity.
• Excellent interpersonal skills, with the ability to build rapport with diverse stakeholders, from frontline staff to senior executives.
• Analytical mindset with proficiency using CRM systems and performance data, using insights to drive improvements.
• Detail-oriented, safety-conscious, and passionate about delivering exceptional client experiences.
• Exceptional communication and conflict resolution abilities, with a track record of proven de-escalating challenging situations.
• Deep commitment to safety and quality standards.

Responsibilities

• Lead and supervise a team of customer service representatives, ensuring delivery of the highest standards of service to our clients and flight crews.
• Collaborate with cross-functional teams, and management to drive process improvements and enhance service delivery through data-driven insights.
• Cultivate a positive, accountable, and safety-focused workplace where employees and clients feel valued and supported.
• Oversee daily customer service operations, including greeting clients, managing inquiries, and resolving issues efficiently.
• Support aircraft ground operations, including fueling, towing, marshalling, and ground support activities, always prioritizing safety and quality.
• Assist with client requests such as luggage handling, transportation arrangements, and amenities, ensuring a five-star experience.
• Maintain facilities, equipment, and supplies to meet safety and cleanliness standards.
• Coordinate with internal teams to ensure seamless delivery of services like catering, ground transportation, and customs.
• Upholding Jet Aviation’s standards of excellence, grooming, and safety protocols, while motivating your team to do the same.
  

Lead, Grow, and Make an impact at Jet Aviation

Jet Aviation is fueling the future of global flight with passion, driving rapid growth and reshaping the business aviation industry. As we scale and innovate, we seek leaders who can accelerate this momentum. This is your opportunity to make a meaningful impact in a high-performing environment.

Compensation and Additional Details

Salary ranges are region-specific and do not include any premiums. The baseline range for this non-exempt position is $30 - $35 hourly ($62,400 - $72,400 annually), plus a performance-based bonus up to 5% of annual salary.

Jet Aviation is committed to a thorough and structured hiring process. Candidates advancing in the process will engage with executive leadership and key stakeholders in a multi-stage review. All selected candidates must successfully complete pre-employment requirements.

Work Environment and Schedule

You will work in both high-energy hangar setting and in upscale customer areas. The hangar environment may be loud and subject to varying temperatures, with exposure to fuel fumes and vibration. Customer-facing areas are professional, clean, and designed to provide a luxurious experience. Adaptability to all weather conditions and a fast-paced, safety-conscious environment is essential.

Aviation operates on a dynamic schedule, requiring team member who thrive in a 24/7 operation and are open to flexible scheduling to meet operational needs.

• Operations run 24 hours a day, 7 days a week.
• 1500-2300, Tuesday to Saturday will be the initial assignment, with the potential for changes over time as our business needs and opportunities evolve.

At Jet Aviation eligible employees can enjoy a comprehensive package that fuels your passions both inside and outside of work. Your health and well-being matter to us. That’s why we offer a competitive benefit package that includes health, dental & vision insurance, matching 401(k), health savings and flexible spending accounts, short-term and long-term disability, life insurance, employee assistance programs, health and wellness awards, generous paid time off, tuition reimbursement, employee discounts and more.

Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans

Equal Employment Opportunity has been, and will continue to be, a fundamental principle at Jet Aviation, where individuals are hired, employed, recognized, and advance based upon their individual skills and abilities and without regard to an individuals race, color, national origin, age, religion, physical or mental disability status, sex, gender, sexual orientation, gender identity or expression, transgender status, genetic information, marital status, pregnancy (including childbirth, lactation and related medical conditions), status as a protected veteran or any status or characteristic protected from employment discrimination under applicable federal, state and local laws (EEO status). This policy applies to all terms and conditions of employment, including, but not limited to, recruitment and hiring, compensation, benefits, promotions, termination, layoff, recall, transfer, and opportunities for training and advancement.

PI280038133