Customer Operations Specialist

Gogo; Broomfield (CO); On-site; USD 35,000 - 44,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

401k plan with immediate vesting

Paid time off

Volunteer time off

Employee Stock Purchase Plan

Job summary

Gogo is seeking an Activations Specialist in the United States to precisely provision equipment and connectivity services for business aviation and government customers. You will handle activation cases, coordinate with dealers and OEMs, and ensure configurations meet service requirements.

Role requires strong attention to detail, excellent communication, and the ability to work across Sales, Support, and Engineering. On-call rotation and AeroCNCT/AeroIT certifications are expected.

Qualifications

• Ability to provide accurate activations with strong attention to detail.
• Excellent customer service and clear verbal/written communication.
• Proficient in Microsoft Office and data/tools to resolve issues.
• Experience correlating work items across bundled services.
• AeroCNCT and AeroIT certifications are required.

Responsibilities

• Respond to incoming calls and route inquiries to appropriate teams.
• Generate service activation cases for dealers, OEMs and customers.
• Review activation queues and perform provisioning tasks with precision.
• Ensure accuracy of service agreements and technical compatibility.
• Maintain knowledge of activation procedures and use multiple systems.
• Coordinate with internal/external partners to provision connectivity services.
• Assist with configuration changes, service modifications and deactivations.
• Collaborate with Sales, Support, Accounting, and Engineering.
• Support testing, validation and troubleshooting during activations.
• Participate in on-call rotation and contribute to special projects.
• Maintain required AeroCNCT/AeroIT certifications.

Skills

Attention to detail

Customer service

Active listening

Written communication

Analytical thinking

Cross-functional collaboration

Tools

Microsoft Office Suite

CRM software

Internal databases & systems

Job description

Gogo

Melbourne, FL United States | Broomfield, CO United States

Full time

R4272

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The Customer Operations Specialist (Activations Specialist) is responsible for the precise and efficient provisioning of equipment and connectivity services for business aviation and global government customers. This role demands exceptional attention to detail to ensure all activation tasks are completed accurately and on time, based on each aircraft's unique configuration. The Activations Specialist plays a key part in enabling critical cockpit and cabin capabilities, including safety systems, voice communication, and data connectivity services.

Are you a customer‑focused professional with strong attention to detail and a genuine interest in the aviation industry? Do you thrive in a collaborative environment and bring a naturally curious, self‑motivated approach to your work?

COME ON BOARD THE GOGO ACTIVATIONS TEAM!

How will you make a difference?

• Respond to incoming departmental calls, providing direct assistance or routing inquiries to the appropriate teams
• Manage Dealer, OEM and customer email requests and accurately generate service activation cases
• Proactively review activation queues and execute required provisioning tasks with precision
• Evaluate customer service agreements and proposals to ensure accuracy, technical compatibility, and compliance with service requirements
• Maintain comprehensive knowledge of Activations procedures including urgent and complex workflows requiring advanced problem‑solving across multiple work item types
• Sustain a strong working knowledge of all internal databases, applications, and business tools, including new features and system enhancements
• Coordinate with internal teams and external partners to provision aircraft connectivity services—including DirecTV, Eutelsat, Iridium, SES, SiriusXM, SITA, ViaSat, etc. — using a variety of internal and third‑party systems
• Support customers with configuration changes, service modifications, and deactivation requests, ensuring a seamless service experience
• Collaborate closely with Sales, Support, Accounting, and Engineering to fulfill customer requirements and maintain alignment across departments
• Partner with Support teams during activations and service modifications to assist with testing, validation, and troubleshooting activities
• Assist with special projects assigned by the Activations Manager or other Gogo senior leadership, including user acceptance testing for critical software releases and internal tool deployments
• Participate in the on‑call rotation schedule to provide after‑hours support as needed
• Obtain and maintain AeroCNCT and AeroIT certifications

Required Skills, Talents, & Experience

• Proficient in the Microsoft Office Suite, including Word, Excel, PowerPoint, and Outlook
• Skilled in correlating work items across bundled services and product offerings
• Leverages deep knowledge of interconnected business tools and processes to resolve complex issues
• Excellent customer service skills, including active listening and clear verbal and written communication
• Analytical abilities to interpret and communicate complex situations to customers effectively
• Self‑motivated and independent, with a proactive approach to monitoring, improving, and collaborating across internal and cross‑functional teams

Preferred Skills, Talents, & Experience

• Knowledge of business aviation operations, including flight deck and cabin hardware and associated services
• Preferred background includes technical understanding of avionic systems or networking
• Familiarity with Eutelsat, Iridium, and ViaSat services is desirable
• Aviation, networking, or telecommunications industry experience is preferred
• Strong systemic and critical thinking skills used to research and develop solutions for time‑sensitive issues
• Dependable, cooperative, and thorough when collaborating within team environments
• Demonstrated ability to exercise diplomacy and maintain strict confidentiality
• Strong multitasking capabilities with the ability to manage competing priorities effectively
• Exceptionally organized, with a strong attention to detail and a proven record of accuracy and follow‑through
• Maintains a professional demeanor with strong prioritization and time‑management abilities

Equal Pay Disclosure(s)

Base Pay

25.60 - 32.00 USD Hourly

Target Annual Short-Term Incentive

Bonus Plan at 5% (% of Annualized Base Pay)

Eligible for Incentive Stock Program

Yes

Benefits

Gogo offers competitive benefits including medical, dental and vision coverage with plans that can fit each employee's needs. We offer an immediate vesting 401k plan, paid time off and volunteer time off. Employees have the option to participate in an Employee Stock Purchase Plan. Visit the Careers page on our website for more information at www.gogoair.com/careers.

Gogo is an Equal Opportunity and Affiant Action employer, working in compliance with both federal and state laws. We are committed to the concept of Equal Employment opportunity.

Qualified candidates will be considered for employment regardless of race, color, religion, age, sex, national origin, marital status, medical condition, or disability.

The EEO is the law and is available here.

Gogo participates in E‑Verify (English and Spanish). Right to Work Statement (English and Spanish).

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