ABOUT AERO
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
Charter Sales Support Specialist (Hands-On Execution)
In the initial phase, this role will spend the majority of time directly supporting active charter trips and sales activity, including:
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
This role is expected to fully understand and perform the day-to-day work of Charter Sales Support before scaling the team.
Functional Build out and Process Development
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
Team Growth and Leadership
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
Cross-Functional Collaboration and Reporting
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
