Customer Care Specialist

Wheels Up

United States of America
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 06/04/2021
  • Website:
  • Company Address: 220 West 42nd St 16th Floor, New York, NY, 10036

About Wheels Up

Revolutionary membership-based private aviation company that reduces the upfront cost to fly privately while providing an unrivaled lifestyle platform

Wheels Up offers individual, family and corporate members exceptional world-class service with around the clock support. The cutting-edge Wheels Up mobile app enables members to seamlessly book flights, manage their accounts and participate in ride-share opportunities. Wheels Up Members also have access to the Wheels Down program, featuring exclusive lifestyle events and experiences, unique partner benefits and a full-service luxury concierge, which is also integrated in the Wheels Up app.

Job Description

Wheels Up is a leading aviation company that connects fliers to private aircraft—and one another—to deliver exceptional, personalized experiences. With the Wheels Up App, anyone can search, book, and fly on private aircraft from the world’s largest marketplace of safety-vetted and verified planes, totaling over 1,500, whenever they have a travel need. It’s as easy as booking an Uber or an Airbnb. Our fleet includes 300+ owned and managed aircraft as well as 1,250+ approved partner aircraft, comprising King Air 350i and Light, Midsize, Super-Mid, and Large-Cabin Jets.


We also offer Connect, Core, and Business Membership options that provide guaranteed aircraft access and pricing, along with exclusive events and a suite of lifestyle, hospitality, travel, and retail benefits from preeminent brands. Additionally, our in-house Aircraft Sales and Aircraft Management teams take a tailored approach to serving current and prospective plane owners, meeting all of their brokerage, acquisition, trade, advisory, and/or care and maintenance needs. Wheels Up delivers a comprehensive aviation solution for 10,000+ Members and Customers throughout North America.


In February 2021, Wheels Up entered into a merger agreement with a Special Purpose Acquisition Company (SPAC) called Aspirational Consumer Lifestyle Corp., in order to become a publicly traded company. At that time, Wheels Up was appraised at an enterprise valuation north of $2B. In January 2020, we entered into a groundbreaking partnership with Delta, which involved us combining with Delta Private Jets to expand our fleet and offer guaranteed nationwide coverage—and which has enabled us to provide unparalleled experiences across private and commercial air travel. We also acquired our longtime partner Gama Aviation in March 2020, making us the largest Part 135 operator in the US and one of the largest private aviation operators and aircraft management companies in the world. And in January 2021, we acquired Mountain Aviation, the largest Part 135 operator of Citation X Super-Mid Jets in the US.


These developments, coupled with our previous acquisitions of Avianis, a leading tech company in our space that has accelerated the development of our next-level digital platform, and TMC, the leading light jet charter wholesaler in the US, have made Wheels Up one of the fastest-growing and most innovative private aviation companies in the industry, capable of fulfilling any flight need. 


At Wheels Up, we are realizing our vision of making private flying and the accompanying lifestyle accessible to millions of individuals, families, and businesses in the U.S. and around the world.


The Customer Care Specialist will be responsible for providing a noticeably better experience through relationship building and applying a solution-based approach.  As a Customer Care Specialist, the candidate will join a service  focused team, focused on listening to, caring for and connecting with customers. In this role, the candidate will respond to inquiries in an efficient, courteous, and accurate manner, while assessing customer needs and offering solutions.


The Customer Care Specialist will connect with customers and create an experience where customers know they have been heard and understand and feel valued and important, which is accomplished by effectively listening, quickly identifying, and owning customer issues, actively search for solutions and making quality decisions while collaborating with cross functional team members.


The ideal candidate will be proficient at using innovative and resourceful methods of problem solving to perform essential job responsibilities and provide expertise for resolving customer issues though email, phone, chat and similar communication channels. 


The Customer Care Specialist will provide timely and effective follow up with customers experiencing irregular operations that require escalated attention. Customer Care Specialist will need to exhibit effective communication and tele-management skills.  Additionally, s/he will need to converse with customers in an empathetic manner and to be able to effectively identify and document adverse event details.   Once details are identified, then triage customer escalations through resolution, including collaboration with other functions to ensure compliant solutions.  Finally, the Customer Care Specialists should ensure adherence to all company policies and standard operating procedures including the approved escalation matrix.


The Customer Care Specialist will be a critical part of the Customer Care team supporting the Customer Experience team.


  • Provides customer service support in handling customer escalations through phone, email, chat or other channels.
  • Maintain excellent quality standards, adhering to approved guidelines.
  • Accurately collect information from internal sources regarding escalation cases.
  • Exhibit excellent and effective communication skills.  Converse with customers in an empathic manner and facilitate an understanding of the sentiment of the customer.
  • Partner cross-functionally to develop and document event details (Account Managers and Member Services).
  • Effectively identify and process escalated customer events according to specified matrix in a timely manner through resolution, including collaboration with other functions.
  • Adhere to all standard operating and working procedures including privacy/security procedures.
  • Display flexibility within department to maximize utilization, including performing administrative and non-telecommunication duties as needed.
  • Identify and articulate root cause failures to member experience task force.


  • 3+ years of working in a customer service department.
  • Bachelor’s degree or relevant work experience.
  • Engaging and effective verbal communication skills including the ability to clearly articulate and easily convey resolution and customer service sentiment.
  • Exceptional written skills with the ability to quicky interpret as well as compose customer communications.  This skill shall include grammatically and contextually correct correspondence.
  • Ability to multitask and prioritize.
  • Strong interpersonal skills as demonstrated by ability to work successfully in a team environment.
  • Ability to work under pressure and adapt to change in a dynamic environment.

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.