Customer Service Representative Supervisor

Vantage is a fully integrated, multi-vertical business aviation firm that specializes in all things private aviation. Hangar leasing, fuel and ground handling support, aircraft management and charter services, flight training schools, and turbine maintenance services are all within our scope of capability and expertise. Vantage Aviation is a private equity backed, fully integrated business aviation firm pursuing FBO, MRO, and 135 charter acquisitions and development opportunities throughout North America.

We seek opportunities where airport sponsors and their aviation stakeholders can benefit from our highly integrated, full-service offering. Our menu of services meets the highest Minimum Standards of Service within the industry, allowing us to provide better service for all those who enjoy the benefits of general and business aviation.

The Customer Service Representative Supervisor (CSR Supervisor) is responsible for overseeing daily customer service operations and supervising Customer Service Representatives and CSR Leads within Vantage Aviation’s FBO operations. This position plays a critical leadership role in ensuring exceptional customer service, efficient front desk operations, and consistent adherence to company standards and operational procedures.

The CSR Supervisor serves as a working supervisor, balancing operational front desk responsibilities with team leadership, employee coaching, shift coordination, and customer issue resolution. This role requires strong leadership skills, aviation customer service experience, operational awareness, and the ability to maintain professionalism in a fast-paced aviation environment.

• Supervise and support Customer Service Representatives and CSR Leads during daily operations
• Ensure front desk operations are conducted efficiently, professionally, and in accordance with Vantage Aviation standards
• Lead by example in delivering exceptional customer service to pilots, passengers, tenants, and guests
• Assist with scheduling, shift coverage coordination, and daily staffing needs
• Provide coaching, mentoring, and on-the-job training to CSR team members
• Support onboarding and development of new employees
• Monitor employee performance and provide operational feedback to management
• Assist management with implementing policies, procedures, and service initiatives
• Handle escalated customer concerns and operational issues in a professional and timely manner
• Coordinate closely with line service personnel, pilots, vendors, and internal departments to ensure seamless customer experiences
• Accurately process customer purchases, fuel transactions, and related documentation
• Maintain a strong working knowledge of FBO operations, customer service, and surrounding area resources
• Ensure customer-facing areas remain clean, organized, and stocked with supplies and amenities,and perform snow removal as needed
• Utilize computers, radios, scheduling systems, and point-of-sale systems as part of daily operations
• Assist with operational reporting, communication logs, and recordkeeping as needed
• Promote and enforce company safety standards and operational compliance
• Serve as acting leadership support in the absence of management when assigned
• Perform other duties as assigned

• Minimum 2–3 years of customer service experience, preferably in an aviation or FBO environment
• Strong leadership, interpersonal, and conflict resolution skills
• Strong verbal and written communication skills
• Ability to multitask effectively and prioritize responsibilities in a fast-paced environment
• Ability to maintain professionalism and composure during high-pressure situations
• Working knowledge of…