Customer Support Manager

Overview

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.

Responsibilities

Role Overview: What You’ll Be Doing

In this role, you will provide advanced operational support across the end-to-end customer journey, by managing key operational tasks such as onboarding, billing, and account setup. You will work closely with the Account Executives and internal teams to ensure a seamless and high-quality customer experience for Wheels Up members. This role is critical in driving operational excellence, resolving escalations, and enhancing client satisfaction.

Your Key Responsibilities (Essential Functions)

• 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

Qualifications

What You Bring to the Table: Education & Certification Requirements

We’re looking for someone who has a unique mix of experience, skills, and passion for what we do:

• 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

The Extras We Value (Preferred Requirements)

While not mandatory, here are some additional things that would make you stand out:

• 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

Physical Requirements

We want to make sure you’re fully equipped for success. Here’s a look at any physical requirements needed for this role:

• Standard office and computer usage required

What We Offer

What We Offer: Salary Range & Benefits

At Wheels Up, we believe in fair compensation based on experience, skills, and qualifications, depending on a variety of factors. The range for the role is between $65,000 - $75,000. We don’t typically start individuals at the top of the salary range; your place within the range is based on what you bring to the table. Additionally, you will be eligible for an incentive program, which rewards individual and organizational performance.

We also offer a range of benefits designed to support your well-being and personal life, including:

• 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
• A variety of additional programs and services in support of your total well-being

Everyone is welcome here

Each of us is unique, and that’s what makes us amazing. We believe there’s power in bringing people with different backgrounds, points of view and life experiences together. So, bring yourself and your best ideas.

Wheels Up is committed to a policy of equal employment opportunity for applicants and employees. It is our policy to apply recruiting, hiring, training, promotion, compensation and professional development practices and make all other employment decisions without regard to actual or perceived race, color, religion, sex, national origin, age, disability, pregnancy status, genetic information, or any other characteristic protected by federal, state or local laws, regulations or ordinances.

Because when we feel safe and comfortable being ourselves, there’s no limit to what we can achieve.

Need Accommodations?

If you have a disability or are a disabled veteran and need assistance with applying, please reach out to us at [email protected]. Simply include “Accommodation Request” in the subject line so we can quickly address your needs.

We look forward to learning more about you and how you can contribute to the Wheels Up journey!