Customer Support Specialist - Aviation Software | FBO Operations | Remote (North America)

About the position We are looking for a Customer Support Specialist with real FBO or general aviation experience to support the X-1FBO software platform. This role is ideal for an experienced Line Service Technician, Customer Service Representative, or FBO Manager who wants to stay close to aviation while moving into technology. You will work directly with FBO teams to resolve issues, deliver training, and help customers adopt modern tools into their daily operations. Experience using the X-1FBO platform is highly preferred. Candidates with hands-on X-1FBO experience will ramp more quickly, though strong general aviation or FBO experience remains essential. Schedule & Coverage This role operates on a shift-based schedule similar to FBO operations, with evening coverage required. Schedules rotate to support nights and weekends and are coordinated with your manager. Preference is given to candidates located on or toward the U.S. West Coast.

Compensation

Compensation is competitive and based on experience, with flexibility for candidates who bring deep FBO, training, or X-1FBO platform experienc. Location & Travel Remote role open to candidates located anywhere in North America Preference for candidates near major aviation hubs such as Southern California, South Florida, Chicago, Houston, or New York Travel will be required periodically, with frequency varying by month Why This Role Direct impact on how FBOs operate every day Opportunity to work on modern, aviation-specific technology Clear expectations, training, and ownership from day one Supportive team culture with room for long-term growth GMSTEK and X-1FBO are scaling quickly, and we are building a team that takes pride in doing things the right way. If you are ready to take the next step in your aviation career, we would like to hear from you. What Success Looks Like in the First 90 Days First 30 Days – Learning & Familiarization Learn X-1FBO products, customers, and support workflows Navigate Zoho CRM, Zoho Desk, Support Hub, and Intercom Shadow experienced support team members across shifts Build foundational product and operational knowledge First 60 Days – Active Support Participation Actively handle customer chats and support tickets with guidance Maintain accurate customer records and documentation Follow up with customers to ensure resolution and satisfaction Stay current on product updates and communicate them clearly First 90 Days – Independent Ownership Independently manage customer support interactions Communicate effectively with customers and internal teams Identify recurring issues and suggest improvements Contribute to documentation and knowledge base enhancements About GMSTEK & X-1FBO GMSTEK is the aviation technology company behind X-1FBO, built by aviation professionals. X-1FBO is a modern operations and payment platform purpose-built for Fixed Base Operators and general aviation. Our customers use X-1FBO to modernize operations across the ramp, front desk, and back office. In an industry that is historically slow to change, we focus on practical, production-proven technology that solves real operational problems for FBO teams. Our Culture & Environment We are a close-knit team of aviation professionals and technologists who genuinely enjoy working together. Many of us came from FBOs, ramps, and front desks, so we understand the realities of aviation operations and bring real operational experience into how we work together. We work hard and move quickly, but we value balance. Family matters. Time off matters. Doing good work without burning people out matters. We trust our team to take ownership, communicate clearly, and support one another. Our headquarters is in Palmetto Bay, Florida, right on Biscayne Bay, with trails, a gym, and a bit of Florida character, including a small lake guarded by a pair of crocodiles. Remote team members are fully supported and always welcome to visit.

Responsibilities

• Provide knowledgeable, professional customer support via phone, chat, help desk, and occasional in-person interactions
• Troubleshoot technical and workflow-related issues within the X-1FBO platform
• Own customer issues from intake through resolution with high follow-through
• Maintain accurate records and updates in Zoho Desk and CRM
• Collaborate with internal teams to resolve issues and improve customer experience
• Participate in web-based and occasional on-site training sessions

Requirements

• Required experience in FBO operations, general aviation customer service, or line service
• Strong written and verbal communication skills
• Comfort working with modern software and learning new systems
• High attention to detail and strong sense of ownership
• Ability to work independently while collaborating with a distributed team
• Willingness to travel periodically as needed

Nice-to-haves

• Previous customer support or help desk experience is a plus but not required.

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