FBO Customer Service Lead

FlyUSA, Inc. • Clearwater, FL

5d

About The Position

At Clearwater Executive Airport, we're redefining the general aviation experience with safety, service, and hospitality at the core of everything we do. As a part of the FlyUSA family, we take pride in delivering World Class, Every Time with Safety Above All, creating seamless, memorable experiences for aircraft owners, pilots, and passengers alike.

We are seeking an experienced, service-driven Customer Service Lead (FBO) to lead our front desk and customer service team at Clearwater Executive Airport (KCLW). This role is responsible for ensuring every guest interaction reflects the highest standards of hospitality, accuracy, and efficiency. The ideal candidate will bring hands-on experience in FBO operations, a strong background in team management, and the ability to build a culture of accountability, service, and professionalism.

Requirements

• Prior experience in a customer-facing FBO role, with at least 1–2 years of leadership or supervisory experience
• Experience in general aviation or airport operations is strongly preferred
• Proficiency with FBO point-of-sale and operations systems, preferably X-1 FBO
• Strong communication and interpersonal skills with a focus on professionalism, empathy, and poise under pressure
• Ability to manage a team, provide feedback, and uphold high performance standards
• Familiarity with tracking aircraft activity, supporting tenant relationships, and coordinating with pilots and operators
• Highly organized, detail-oriented, and comfortable managing shifting priorities in a dynamic airport environment
• Availability to work a flexible schedule, including weekends and holidays as needed
• A passion for aviation and hospitality with a team-first, service-centered mindset

Responsibilities

• Oversee daily front desk operations and ensure the CSR team delivers a consistent, world-class experience to all guests
• Lead, coach, and develop CSRs through regular training, feedback, and clear performance expectations
• Manage scheduling, shift coverage, and ensure adequate staffing during peak operational hours
• Serve as the primary liaison with tenants, aircraft owners, and flight crews to support requests and resolve issues
• Ensure consistent use and maintenance of FBO management systems (such as X-1 FBO) for reservations, billing, and aircraft tracking
• Monitor and manage daily checklists, inventory of hospitality items, and cleanliness standards across all guest areas
• Collaborate with line service leadership to ensure smooth aircraft arrivals, departures, and coordinated service delivery
• Support event planning, VIP arrivals, and special requests, going above and beyond to anticipate client needs
• Drive continual improvement by identifying service gaps, streamlining processes, and implementing new SOPs

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed