Charter Sales Support Manager
About The Position
By reimagining premium travel from the ground up, Aero offers a radically enhanced air travel experience – focusing on exclusivity, design, convenience, and personalized service. Aero integrates scheduled flights, charter flights, and aircraft management services under a single premium brand and digital-first platform, delivering a seamless end-to-end experience that neither traditional airlines nor private jet companies have achieved. ABOUT THIS ROLE The Charter Sales Support Manager is a foundational role responsible for building Aero’s Charter Sales Support function. This position is designed as a hands-on, player-coach role: initially operating as a Charter Sales Support Specialist, while simultaneously developing the structure, processes, and standards required to scale a high-performing Charter Sales Support team. As charter volume and complexity grow, this role will transition quickly into a people-management position, hiring, training, and leading a team of Charter Sales Support Specialists who support Charter Sales Representatives and deliver a consistent, high-quality client experience. This role does not carry a sales quota but is critical to enabling sales execution, operational alignment, and client satisfaction.
Responsibilities
- Act as a primary point of contact for clients and brokers once a charter contract is in executed
- On-site client departure support for all local base (VNY) charter departures
- Support Charter Sales Representatives with: Booking confirmations, client documentation and trip briefings, Availability changes and trip revisions, Track and submit catering and other charter related invoices in a timely and organized manner
- Manage trip coordination details including: Passenger and itinerary detailsCatering, ground transportation, and special requests, Schedule changes, disruptions, and last-minute requests
- Coordinate closely with internal Operations, Experience, Marketing and any other teams as needed to ensure accurate trip execution
- Monitor trips in progress and proactively communicate updates to clients and internal departments
- Assist with service recovery and issue resolution during time-sensitive or irregular operations
- Maintain accurate and timely updates in CRM and internal tracking systems
- Participate in after-hours or weekend coverage on a rotating basis, consistent with charter operations
- Design and implement the Charter Sales Support function, including: Clear workflows between Sales, Support, and other company departments, Defined service levels and response standards, Ownership of hand-offs at each stage of the charter lifecycle
- Develop documentation, playbooks, and best practices for Charter Sales Support activities
- Establish schedules and escalation paths to support a 24/7 operation
- Identify process gaps, inefficiencies, and opportunities for standardization or automation
- Hire, onboard, and train Charter Sales Support Specialists as demand increases
- Provide ongoing coaching, performance feedback, and quality assurance
- Set expectations and performance metrics for support delivery and client experience
- Act as the escalation point for complex client or internal issues
- Foster strong collaboration between Sales Support, Charter Sales, and other company departments
- Partner closely with Charter Sales leadership to align support capacity with sales demand
- Ensure consistent and effective use of CRM and internal tools
- Provide regular reporting and insights on: Support workload and capacity, Client experience trends, Process and performance improvements
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
