Supervisor Customer Service

Execaire Aviation; Toronto; On-site; CAD 70,000 - 90,000; Full time

Job summary

Execaire Aviation is seeking a Customer Service Supervisor to lead CSRs at our Canadian FBO, ensuring exceptional service for passengers, crews, and visitors. You will oversee billing accuracy, special pricing, and staff training, reporting to the Manager – Client Experience with dotted lines to the FBO Base Manager.

You will mentor teams, manage shifts, and act as the senior contact for VIPs, coordinating ground transport and concierge services while upholding company standards and safety

Qualifications

• 3–5 years of customer service experience, preferably in aviation, hospitality, or luxury services.
• Prior supervisory or lead experience preferred.
• Strong knowledge of billing processes, invoicing, and customer account management.
• Exceptional interpersonal and communication skills with discretion and professionalism.
• Proficiency in Microsoft Office and FBO-related software systems.

Responsibilities

• Directly supervise and support Customer Service Representatives during daily operations.
• Ensure staff deliver professional, friendly, and consistent customer experiences.
• Manage shift coverage, daily task assignments, and performance monitoring.
• Provide coaching, mentoring, and feedback to foster staff growth and engagement.
• Act as a senior point of contact for VIP passengers, flight crews, and vendors.
• Resolve escalated customer issues and ensure timely service recovery.
• Support CSRs in arranging and coordinating ground transportation, hotels, catering, and other concierge services.
• Oversee accurate entry of billing information and charges into the system.
• Verify and approve invoices to ensure compliance with pricing policies.
• Manage special pricing arrangements, contract rates, and discounts for key customers.
• Work with accounting and fuel teams to reconcile billing discrepancies.
• Lead onboarding and training of new CSRs.
• Deliver ongoing training in customer service standards, safety, and FBO procedures.
• Develop staff knowledge of aviation terminology, systems, and VIP protocols.
• Partner with Line Service and Operations teams to ensure seamless customer experiences.
• Monitor lounge appearance, ramp safety, and facility readiness.
• Assist in preparing reports on customer feedback, service performance, and billing metrics.
• Support Base Manager with policy implementation and process improvements.

Skills

Customer service

Supervisory experience

Billing knowledge

Interpersonal skills

Multitasking

Attention to detail

Flexibility

Tools

Avfuel ProCard

FlightBridge

Job description

As Canada’s premier private jet company with a legacy spanning over 70 years, Execaire Aviation leads the way in aviation solutions. Setting the standard in aviation excellence, we redefine the way you fly, ensuring unparallelled service and unforgettable experience. Our success is driven by a team of over 600 dedicated employees who all share the same vision. As a leading provider of aviation solutions and operators of private jets, we offer a complete range of services including aircraft management, aircraft maintenance, aircraft charter and sales, as well as FBO services. At Execaire Aviation, our foundation is built on unwavering core values. Safety is our compass, guiding every operation. Excellence is the standard we uphold in every task. Innovation is our driving force, propelling us into the future of aviation.

Join us in redefining aviation standards and unleashing your potential in an environment where your aspirations can truly take flight!

Summary

The Customer Service Supervisor is a key leadership role within the FBO, responsible for supervising the Customer Service Representatives (CSRs) and ensuring exceptional service delivery to passengers, crew, and visitors. This position combines team leadership with operational oversight, including billing accuracy, special pricing/discount management, and staff training. The Supervisor ensures that all customer service functions run smoothly, efficiently, and in alignment with company service standards. The Supervisor will report directly to the Manager – Client Experience with dotted line responsibilities to the local FBO Base Manager.

Responsibilities

• Directly supervise and support Customer Service Representatives during daily operations.
• Ensure staff deliver professional, friendly, and consistent customer experiences.
• Manage shift coverage, daily task assignments, and performance monitoring.
• Provide coaching, mentoring, and feedback to foster staff growth and engagement.
• Act as a senior point of contact for VIP passengers, flight crews, and vendors.
• Resolve escalated customer issues and ensure timely service recovery.
• Support CSRs in arranging and coordinating ground transportation, hotels, catering, and other concierge services.
• Oversee accurate entry of billing information and charges into the system.
• Verify and approve invoices to ensure compliance with established pricing policies.
• Manage special pricing arrangements, contract rates, and discounts for key customers.
• Work with the accounting and fuel teams to reconcile any billing discrepancies.
• Lead onboarding and training of new Customer Service Representatives.
• Deliver ongoing training in customer service standards, safety, and FBO procedures.
• Develop staff knowledge of aviation terminology, systems, and VIP protocols.
• Partner with the Line Service and Operations teams to ensure seamless customer experiences.
• Monitor lounge appearance, ramp safety protocols, and facility readiness.
• Assist in preparing reports on customer feedback, service performance, and billing metrics.
• Support the Base Manager with policy implementation and process improvements.

Requirements

• 3-5 years of customer service experience, preferably in aviation, hospitality, or luxury service industries.
• Prior supervisory or lead experience strongly preferred.
• Strong knowledge of billing processes, invoicing, and customer account management.
• Exceptional interpersonal and communication skills with a focus on discretion and professionalism.
• Proficient in Microsoft Office and FBO-related software systems (Avfuel ProCard, FlightBridge, or equivalent).
• Ability to multitask in a fast-paced environment while maintaining attention to detail.
• Flexible availability for evenings, weekends, and holidays.

At Execaire Aviation, your career journey matters.

Our careers culture is fueled by innovation, teamwork, and a commitment to excellence. We support growth through a variety of learning opportunities tailored to different roles across our organization. Whether it's hands-on experience, mentorship, or role-specific training, we aim to help you build confidence and expand your skills where it counts. Not every path looks the same; we’re committed to creating an environment where curiosity is encouraged and development is possible.

Diversity and Inclusion

We celebrate diversity and believe in the power of an inclusive workplace. At Execaire Aviation, we embrace unique perspectives and backgrounds, recognizing that diversity drives innovation and creativity. We strive for a work environment where everyone feels respected, valued, and empowered to contribute their best. Join us in building a team that reflects the vibrant tapestry of aviation.