Pay: From $54,000 per year
Job Description
Cirrus Aviation is the largest and fastest-growing private jet charter operator. Our mission is to be the best aircraft management company for our jet owners and an elite service provider to our charter clients. Service is our passion. Safety is our priority.
The Theos Customer Service Coordinatoris a frontline, high-touch service role responsible for delivering a seamless, premium experience for Theos members, prospective members, and casino partners.
This individual will serve as the central point of coordination across:
- Member and partner communications
- Flight and experience bookings
- Platform usability and feedback loops
This role is critical to the successful launch and scaling of Theos, ensuring that every interaction reflects the brand’s promise of “personalized, unforgettable experiences”.
Key Responsibilities
1. Member & Partner Customer Service (Proactive + Reactive)
- Serve as the primary contact for:
- Casino partners and their host teams
- Approved Theos members
- Prospective members during application/onboarding
- Manage inbound requests via phone, email, and platform inquiries
- Provide white-glove support for:
- Flight bookings (VNY ↔ LAS initial routes)
- Event experiences (sports, concerts, VIP events, etc.)
- Ground transportation and add-on services
- Anticipate needs and proactively communicate:
- Flight availability
- Seat inventory (guaranteed vs. available)
- Experience opportunities tied to major events
2. Booking & Experience Coordination
- Assist partners and members through the end-to-end booking journey, including:
- Flight selection
- Guest information collection
- Add-ons (amenities, transportation)
- Payment completion
- Troubleshoot booking issues in real-time
- Coordinate internally with:
- Flight Operations
- Charter Sales / Flight Support
- Partner teams
- Ensure accuracy and quality control across all bookings
3. Partner Support & Relationship Management
- Act as a day-to-day support resource for casino and hospitality partners
- Help partners:
- Invite clients to membership
- Send booking invitations
- Allocate guaranteed seats
- Reinforce Theos as a “brand extension” tool for partners
- Provide feedback and insights on partner usage, challenges, and opportunities
4. Platform Feedback & Product Coordination
- Serve as the voice of the customer internally
- Work directly with CTO (Mark Patton) to:
- Document bugs, friction points, and usability issues
- Prioritize feature requests from partners and members
- Provide real-time feedback on platform workflows (booking flow, UX, API interactions)
- Help test new features and validate improvements
5. Issue Resolution & Service Recovery
- Own resolution of service issues end-to-end
- Handle escalations with urgency and professionalism
- Ensure all service recovery reflects Theos’ premium positioning
- Maintain clear communication with all stakeholders until resolution
6. Launch Support & Operational Scaling
- Support May 1 launch of VNY ↔ LAS service
- Assist in building:
- SOPs and playbooks
- FAQs and knowledge base
- Communication templates
- Identify opportunities to improve efficiency as volume grows
Success Metrics (What Winning Looks Like)
- Customer Satisfaction (CSAT / NPS)
- Response & Resolution Time
- Booking Accuracy (low error rate)
- Partner Satisfaction & Adoption
- Platform Feedback Quality & Impact
- Retention and repeat booking behavior
Qualifications
Experience
- Must be at least 21 years old
- 2–5+ years in:
- Luxury hospitality
- Private aviation / travel
- Concierge services
- High-end customer service
- Experience supporting high-net-worth individuals or VIP clients preferred
Skills & Capabilities
- Exceptional communication and interpersonal skills
- High attention to detail and operational discipline
- Ability to manage multiple requests in a fast-paced environment
- Strong problem-solving and ownership mindset
- Comfort working across teams and systems
Technical
- Experience with CRM and booking platforms (HubSpot a plus)
- Ability to quickly learn new systems and workflows
- Familiarity with API-driven or digital platforms is a plus
Profile of the Ideal Candidate
- Hospitality mindset with “anticipate, don’t react” mentality
- Calm under pressure, especially with VIP clientele
- Highly organized and process-oriented
- Naturally collaborative across operations, tech, and partners
- Energized by building something new (startup within a scaling company)
Pay: $54,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Work Location: In person
