Customer Support Manager

Wheels Up Partners • Los Angeles, CA

21h • Hybrid

About The Position

Join Our Team at Wheels Up At Wheels Up, we're proud to be a global leader in on-demand private aviation. As one of the largest companies in the industry and a strategic partner of Delta Air Lines – we are committed to making private air travel safe, reliable, and enjoyable. With a diverse fleet of owned aircraft plus a global network of trusted charter operators, we offer our customers access to the right aircraft for their needs and the ability to fly on their terms. And it doesn’t stop at private flights. Wheels Up also provides freight services, safety and security solutions, and managed services to individuals, businesses, government agencies, and more. Regardless of how, when or where you want to fly, our mission is simple; deliver a premium, personalized aviation experience for every customer. This will be a hybrid position, requiring 3 days per week at the Delta LAX office.

Requirements

• Strong attention to detail and ability to manage multiple priorities
• Excellent communication and collaboration abilities
• Proven experience working with contracts, billing, or finance operations in a client-focused setting
• Demonstrated ability to resolve complex operational issues
• Minimum of 3-5 years of sales support, customer service, customer experience, or -related experience required
• Bachelor’s degree or equivalent experience

Nice To Haves

• Experience in aviation, finance, or legal operations
• Familiarity with DocuSign or similar contract management tools
• Ability to work in a fast-paced, team-oriented environment
• Proactive, solutions-oriented mindset with a focus on delivering exceptional service

Responsibilities

• Administer new member contracts via DocuSign in collaboration with Legal, validating terms and ensure timely execution
• Collect and process new member information to create profiles and open fund accounts
• Partner with Finance and your Relationship Manager to manage account funding, proactively resolve billing issues, and handle escalations
• Monitor and communicate outstanding billing items to internal teams, ensuring accurate and timely resolution
• Support the quote and booking process by preparing proposals and assisting with off-fleet flight arrangements
• Assess customer creditworthiness during fund processing and escalate concerns as needed
• Maintain accurate records and documentation in internal systems to support operational transparency
• Identify process improvement opportunities to enhance efficiency, accuracy, and overall client experience

Benefits

• Tuition Reimbursement
• Competitive 401(k)
• Comprehensive Medical, Dental, and Vision Insurance
• Complimentary access to mental health and wellness counseling through Spring Health
• Financial planning assistance through WellCents
• A variety of additional programs and services in support of your total well-being

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree