Customer Support Manager

FlyLo Airlines, Inc.; San Francisco (CA); On-site; USD 70,000 - 95,000; Full time

Job summary

FlyLo Airlines, Inc. seeks a guest-care desk lead in San Francisco to manage frontline guest communications from 06:00 to 22:00 PT, ensuring timely, accurate responses and ownership of written replies.

You will shape a policy-driven desk, coach the team, and document compensation exceptions in a published matrix, with weekly notes to operations. Five years in guest care with people management are required.

Qualifications

• Minimum of five years in guest care or reservations with people management.
• Track record of writing policy usable by the desk.
• Excellent English, calm and precise on calls and in writing.
• Familiarity with a ticketing system; ability to trim fields as needed.
• Authorized to work in the United States.

Responsibilities

• Lead the San Francisco guest-care desk during published hours 06:00–22:00 PT.
• Set the tone for written replies: short, specific, and owned by a person.
• Decide compensation inside a published matrix, and record exceptions.
• Hire, coach, and roster the desk team.
• Send recurring failures back to operations in a weekly note.

Skills

People management

Policy writing

Calm English

Ticketing system

Right to work in the United States

Tools

Ticketing system

Job description

Responsibilities

• 01

  Lead the San Francisco guest-care desk across published hours, 06:00–22:00 PT.

• 02

  Set the tone for written replies: short, specific, and owned by a person.

• 03

  Decide compensation inside a published matrix, and record every exception.

• 04

  Hire, coach, and roster the team that covers the desk.

• 05

  Send recurring failures back to operations in a weekly note.

Requirements

• 01

  Five years in guest care or reservations, including people management.

• 02

  A record of writing policy that the desk can actually use.

• 03

  Calm, precise English on the phone and in writing.

• 04

  Comfort with a ticketing system, and a willingness to delete fields we do not need.

• 05

  Right to work in the United States.