Customer Support Representative
About FBO One We provide the leading cloud-based software for aircraft handling and fuel management at airports across the globe. Our customers are primarily FBOs (fixed based operators) and Trip Support Providers. We believe the service we offer is number one in the world; hence the name of our product FBO One. FBO One is a small company and team, but with big responsibilities. We strive to ensure our customers can run their operations seamlessly and securely across 54 countries and over 200 locations worldwide. We are a virtual team with a base in The Netherlands, and staff in the US, UK, Romania, Sweden. To help us keep our customers running successfully, we’re looking for a motivated and service-focused individual to join our support team. In this role you will represent the face of FBO One and help support our customers around the world. Do you have FBO or aviation experience? This is a great opportunity to leverage your experience in a technology-driven environment and be part of growing business. What you will do: Respond to customer enquiries via email, remote meetings and helpdesk in a timely and professional manner. Act as the voice of the customer and partner with the product, and other customer facing teams to ensure customer feedback is heard. Guide customers through best practices day to day requirements and system usage. Be an additional support to customer onboarding teams when required. There may be occasional travel to meet with the team in-person and to make sure our customers are supported when necessary. Some flexibility for weekend support may rarely be required due to the global nature of aviation operations. Who you are: At least one year working at an FBO or in ground handling, including customer-facing experience. Obsessed with delivering exceptional customer experience. Comfortable in a fast-paced, start-up environment and able to handle ambiguity. Curious and proactive - you seek to understand the “why” behind issues and take ownership of finding solutions. Confident speaking with customers and capable of leading support calls when required. Open to constructive feedback and committed to continuous improvement. Independent and resourceful, but sensible enough to escalate when appropriate. Computer literate and comfortable using modern office and cloud-based systems. Organised, detail-oriented and able to manage multiple support cases simultaneously. Genuinely interested in aviation technology and operational efficiency.