FBO Customer Service Lead

Customer Service Lead (FBO) At FlyUSA, we're redefining the private aviation experience from start to finish. As leaders in the industry, we provide comprehensive solutions that meet the unique needs of our clientele. We're not just about flying; we're about delivering unparalleled service and creating memorable journeys. About the Job: 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. Position Overview: 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. The candidate will be required to travel to Tampa International Airport (TPA) from time to time as well. 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 Qualifications: Prior experience in a customer-facing FBO role, with at least 12 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 preferred 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 Why Join Clearwater Executive Airport As the Customer Service Lead, you'll be a key leader in delivering the high-end experience that sets Clearwater Executive apart. You'll guide and shape the frontline experience for our guests and crews while building a team that represents the values of World Class, Every Time and Safety Above All. If you're passionate about hospitality, aviation, and team leadership, we invite you to apply and help us Fuel Opportunities. Equal Opportunity Employer Clearwater Executive Airport is proud to be an Equal Opportunity Employer, committed to a diverse and inclusive workplace. We prohibit discrimination and harassment of any kind, ensuring that all employment decisions are based on qualifications, merit, and business needs.