Customer Support Representative - North America

At FL3XX, we solve the biggest problems in business aviation:
How to save time in your daily workflow.

We do this with a global team of aviation enthusiasts made up of aerospace engineers, aviation software designers and platform developers supported by product, sales and marketing specialists.

We are on a mission to enable a world where anyone can fly anywhere on short notice. We therefore automate and optimize the entire process, thus enabling you to make quick and informed decisions.

This is a remote position.

FL3XX is a comprehensive software-as-a-service (SaaS) for the business aviation industry. From quoting trips to scheduling flights, managing crew qualifications and submitting customs and migrations - FL3XX is an A to Z solution for a wide cross section of operators. In the United States, we primarily serve Part 135 charter operators, Part 91 management operators and corporate flight departments, although we are quickly expanding to serve other operator types.

We also serve operators across the world - as a U.S.

- based team member, you will be working with operators across North America.

We are in need of a person to join our customer Support team which includes processing support tickets and task/project management. This is a great opportunity for an aviation professional interested in moving into the tech industry - or for someone experienced with Software or SaaS support.

NOTE: THIS IS A 1099 POSITION

What you'll do:
Month 0 to Month 3

• Learn about FL3XX as a software: how it functions, its features, and how to troubleshoot user issues;
• Learn about FL3XX as a company: its culture, its processes, how work gets done, and who is responsible for what;
• Process Support tickets: this is every Customer Success person’s first exposure to serving customers at FL3XX and a great way to learn the ropes:
  • Support rotation:
    We offer 24/7 Support between US-based teams and EU-based teams. We have a weekend rotation (a person covers 1 weekend every 8 weeks), a holiday rotation, and cover the occasional late night or early morning as needed.
• Learn how to document and reproduce user issues and funnel them into our development process.

Month 4 to Month 8:

• Continue growing as a support agent, including occasional live video calls where you can document urgent issues;
• Begin taking sole ownership of accounts - building a relationship with them, ensuring their problems are resolved.

Month 9 Onward:

• Continue to assist the Support desk with a higher autonomy;
• Begin to work towards a project of personal interest (implementing AI-powered workflows & chatbots, creating compiled recommendation reports for the Product team based on user experience – the opportunities are limitless!).

What we are looking for:

• Experience in business aviation (sales, flight coordination, passenger services, crew) or passion for aviation and the confidence to learn - (nice to have);
• A track record of comfortability around new technologies and the ability to quickly learn new software - start-up experience is a plus;
• Experience in software support desks or SaaS support;
• Ability to approach customer issues in a structured and calculated manner;
• Strong written and verbal communication skills;
• Self-confident, unafraid of making mistakes, approaches new challenges with strength and flexibility;
• Excellent multitasking and project management skills;
• Well-organized with the ability to prioritize.

What we offer you:

• The ability to work remotely from anywhere in the world, so long as the commitment to covering North American hours remains;
• The ability to grow quickly in the tech space - a great opportunity for someone looking to make a difference in our Support team;
• Opportunities to pursue projects of personal interest, realize your own ideas, and build a portfolio of project outcomes;
• A diverse international team living across the globe.