Director of Customer Support

Director of Customer Support

Job Description:

This Is How We Fly

At JSX, we're not just a lifestyle carrier we're a lifestyle employer. Here, entrepreneurship meets determination, and excellence is our standard. We believe that the journey is just as important as the destination, and every day, we strive to create a Joyful, Simple eXperience for our Customers. Join us, and find your runway to growth, innovation, and success.

About the Role

The Director of Customer Support is responsible for leading all customer support operations across reservations, Customer Care, social media, disruption communications, and VIP support. This role develops service strategies, operational standards, and high-performing teams that deliver timely, empathetic, and brand-aligned support while partnering across the business to ensure Customers receive a seamless experience throughout every stage of their journey.

A Day in the Life

Your day is focused on leading a world-class Customer Support organization that balances operational excellence with genuine hospitality. You'll work closely with leaders across the company to ensure every Customer interaction is timely, consistent, and reflective of the JSX brand.

Additional responsibilities include:

• Lead customer communications during irregular operations and service disruptions, ensuring recovery efforts are coordinated, timely, and aligned with operational realities.
• Develop communication standards, escalation paths, and service recovery protocols that enable teams to deliver consistent, high-quality support.
• Partner with Airport Operations, Hospitality, OCC, Commercial, Digital, Training, Finance, and HR to align support processes, staffing strategies, and execution priorities.
• Oversee daily operations across reservations, Customer Care, social media, and disruption communications to ensure exceptional service across every support channel.
• Drive department performance through service level, quality, productivity, customer satisfaction, case management, and labor metrics while using performance data to improve results.
• Lead workforce planning, operational readiness, and surge support strategies to ensure the organization can respond effectively to changing business demands.
• Establish quality standards, coaching routines, training practices, and operational processes that drive consistent execution across the Customer Support organization.
• Develop VIP service models and escalation protocols that deliver discreet, personalized support for high-priority Customers and sensitive situations.
• Coordinate cross-functional support for VIP travel, executive escalations, and service recovery efforts during both routine operations and disruptions.
• Translate hospitality standards into customer care workflows that reinforce brand consistency and operational excellence.
• Lead leaders across multiple functions by developing talent, strengthening accountability, and fostering a culture of engagement and continuous improvement.
• Ensure Customer recovery and case management are handled with empathy, urgency, consistency, and operational discipline across every support touchpoint.

Why You'll Love This Role

• Lead the Customer Experience: Shape every interaction Customers have with JSX before, during, and after travel.
• Build Exceptional Teams: Develop leaders and create a high-performing Customer Support organization.
• Drive Meaningful Impact: Influence service strategy, operational performance, and Customer loyalty across the company.
• Partner Across the Business: Collaborate with operational and commercial leaders to continuously improve the Customer experience.
• Lead Through Change: Guide the organization during disruptions while delivering calm, confident leadership.

What Makes a Successful Director of Customer Support?

We're looking for someone who is:

• Customer-Focused: You put the Customer at the center of every decision while balancing operational realities.
• Strategic: You build scalable support models that improve service, efficiency, and long-term performance.
• Calm Under Pressure: You lead confidently during disruptions and make thoughtful decisions in fast-moving environments.
• Collaborative: You build trusted partnerships across departments to deliver seamless Customer experiences.
• People-Oriented: You coach leaders, develop talent, and foster accountability through clear expectations and support.
• Analytical: You leverage performance metrics, customer feedback, and operational insights to drive continuous improvement.
• Entrepreneurial: You take ownership, act decisively, and continually seek to improve.

Required Experience:

• 8+ years of leadership experience in customer support, contact center operations, hospitality, airport operations, service delivery, or a related customer-facing environment.
• Demonstrated experience leading customer communications during service disruptions, escalations, or recovery events.
• Proven experience leading call center or multi-channel customer support operations, including workforce planning, quality, training, and performance management.
• Experience managing executive escalations, VIP Customers, and complex service recovery situations.
• Experience developing customer care workflows and operational standards that improve service quality and consistency.
• 5+ years of people leadership experience leading leaders and driving accountability across multiple teams or functions.

Knowledge, Skills & Abilities:

• Strong leadership of multi-channel Customer Support operations, including service delivery, workforce readiness, quality assurance, and operational performance.
• Excellent judgment when managing service disruptions, executive escalations, and sensitive Customer situations.
• Ability to develop scalable customer care processes that improve responsiveness, resolution quality, and Customer satisfaction.
• Outstanding communication, relationship-building, and cross-functional leadership skills.
• Strong analytical mindset with the ability to use operational metrics and Customer insights to drive business improvements.
• Ability to balance strategic priorities with day-to-day operational execution in a fast-paced environment.

Preferred Experience:

• Experience within an airline, airport, hospitality, travel, or other premium customer service environment.
• Experience leading customer support or contact center operations across multiple locations or business units.
• Experience supporting large-scale operational disruptions and customer recovery programs.

Benefits & Perks:

• Health Benefits: New Crewmembers become eligible for coverage on the 1st of the month following the start date, with medical plans beginning at just $110/month. 100% employer-paid dental & vision, plus up to $2,100 annually for HSA contribution. Short-term and long-term disability coverage at no cost.
• Travel Benefits: Enjoy free non-revenue standby travel on JSX, plus deeply discounted standby travel on other major domestic and international airlines for you and your qualifying immediate family.
• 401(k) Match: 50% of your first 8%.
• Generous PTO: Take time to recharge with our flexible PTO plan.

Additional Information

This job description is not intended to be an exhaustive list of responsibilities, duties, or qualifications associated with the position. Duties, responsibilities, and requirements may change at any time based on business needs, operational demands, emergencies, or other circumstances.

JSX seeks to provide equality of opportunity in all aspects of employment and to ensure all personnel activitiesincluding recruitment, selection, training, compensation, benefits, discipline, promotion, transfer, layoff, and terminationremain free of illegal discrimination and harassment based upon race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, or any other characteristic protected by law.

Ready to soar with us? Join JSX, where every day is a chance to be part of something eXtraordinary!

Compensation Range:

$100,500.0 - $125,600.0

JSX is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Equal employment opportunity, including veterans and individuals with disabilities.

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