Flight Support Specialist

Description

The Flight Services Specialist serves as a primary point of contact for Alerion’s high-net-worth (HNW) clientele while maintaining comprehensive oversight of daily flight operations. This role delivers white-glove, concierge-level service throughout every stage of the trip lifecycle, from initial planning and pre-flight coordination through flight completion, while ensuring each trip is executed safely, efficiently, and in accordance with company and regulatory requirements.

The Flight Services Specialist anticipates client needs, coordinates complex domestic and international travel logistics, monitors flight operations in real time, and proactively identifies and resolves issues that may impact the client or flight. Acting as a subject matter expert in operations and client service, this role collaborates closely with clients, crew, maintenance, flight operations, scheduling, and external partners to advocate for the client while upholding Alerion’s highest standards of safety, service, professionalism, and discretion.

Requirements

Client Experience & Trip Planning

• Serve as a point of contact for Alerion clients, providing personalized, professional, and proactive service throughout the trip lifecycle.
• Demonstrate Alerion’s culture of safety, service excellence, and professionalism in every interaction.
• Protect confidential client and company information and exercise sound judgment and discretion at all times.
• Understand individual client preferences, requirements, and travel profiles and recommend options that best meet their needs.
• Plan and coordinate all aspects of domestic and international trips, including trip times, airport selection, FBOs, catering, ground transportation, permits, and required trip documentation.
• Maintain accurate and comprehensive client travel profiles and ensure all pertinent client information is available to the appropriate teams.
• Monitor and coordinate onboard services and specific client requests to ensure expectations are met.
• Provide timely and proactive communication regarding flight status, delays, cancellations, weather, operational changes, and other factors that may affect the client’s trip.
• Identify potential issues early and take appropriate action to minimize disruption to the client and operation.
• Handle a high volume of email and other client communications with timely, accurate responses and exceptional business etiquette.
• Provide sales support, trip quoting, and sourcing assistance when needed.
• Advocate for the client while balancing client expectations with operational, safety, regulatory, and company      requirements.

Flight Operations & Day-of-Flight Oversight

• Maintain comprehensive oversight of all company flights for the current day and monitor each flight throughout pre-flight planning, departure, en route operations, and flight completion.
• Confirm prior to departure that the crew, aircraft, handling, fuel, catering, ground transportation, and other operational requirements are in place.
• Monitor flight movements and proactively identify, communicate, and escalate any actual or potential issues affecting a trip.
• Monitor weather, aircraft performance, Air Traffic Control restrictions, maintenance issues, airport conditions, and other operational factors for potential impacts.
• Ensure ground handling, deicing, fuel, hangar arrangements, landing/departure slots, and landing or overflight permits are properly coordinated prior to departure.
• Determine airport suitability and provide appropriate operational risk assessments.
• Communicate aircraft movements and operational information to handlers, airports, authorities, and other relevant parties as required.
• Ensure appropriate movement of records and operational documentation are captured and provided to the appropriate parties.
• Update and run TSA/NFL requirements through Avianis as applicable.
• Capture, log, and verify crew duty information and fatigue risk scores, escalating elevated risks to Safety and Flight Operations leadership.
• Provide timely and proactive support during irregular operations (IROPS), remaining calm, decisive, and professional in time-sensitive and stressful situations.
• Support Crew Scheduling with crew rotation logistics as needed.
• Work closely with crew, maintenance, operations, scheduling, and other internal teams to safely and efficiently execute every flight.
• Participate in special projects and perform additional duties as assigned by Flight Service Leadership.

Experience & Qualifications

• Bachelor’s degree preferred, or equivalent combination of education and relevant experience.
• 2+ years of experience in aviation operations, flight operations, ground operations, trip planning, crew scheduling, aircraft scheduling, account management, or high-touch customer service; equivalent experience may be considered.
• Experience supporting HNW/VIP clients or providing concierge-level service is highly preferred.
• Flight planning/scheduling tools knowledge with ForeFlight, FltPlan.com, AIRINC, Avianis and Jetinsight preferred.
• Strong understanding of aviation operations, trip planning, and the coordination of aircraft, crew, and ground services.
• Ability to handle confidential and sensitive information with discretion and professionalism.
• Exceptional organizational and multitasking skills with demonstrated attention to detail and accuracy.
• Ability to independently prioritize and manage multiple time-sensitive tasks in a high-volume, fast-paced environment.
• Demonstrated ability to exercise sound judgment, solve problems, and remain calm and professional during unexpected or stressful situations.
• Excellent verbal and written communication skills with the ability to interact effectively at all levels of an organization.
• Demonstrated ability to build and maintain effective relationships with clients, internal stakeholders, vendors, and external partners.
• Strong service orientation with a proactive, solution-focused approach.
• Technologically proficient with the ability to learn new systems and processes quickly.
• Ability to work independently with minimal supervision while maintaining a high level of accuracy, organization, and accountability.