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Concierge & Reservations Systems Specialist

Aero · US Remote · Remote · Active · Lever

Job facts

FieldValue
CompanyAero
TitleConcierge & Reservations Systems Specialist
Normalized title-
Department / teamOperations / Experience
LocationUnited States
Work modelRemote / Remote
Employment typeFull Time
Salary-
Statusactive
ATS providerLever
Posted / first seen2026-04-15 / 2026-05-29
Changed / last seen2026-05-29 / 2026-06-06

Related slices

PageWhat it containsOpen
Company jobsActive postings from Aero.Open
Company breakdownsRole, location, ATS, and work model facets for this company.Open
ATS provider jobsActive postings observed through Lever.Open
Provider filtered searchThe same provider as a filtered job collection.Open
Department jobsActive postings in Operations.Open
Work model jobsActive Remote postings.Open
Lifecycle eventsOpen, update, close, and reopen events for this posting.Open
Original postingCanonical source or apply URL captured from the ATS.Open

Linked records

CompanyAero
Sourcea673db79-c69f-4db7-9670-1ac103ae139a
ATS providerLever

Description

ABOUT AERO At Aero, we believe exceptional journeys start with exceptional people. Inspired by the golden age of aviation, we’re redefining air travel with a modern approach. Our direct, premium flights via private terminals deliver the comfort of low-contact travel and the effortlessly fabulous experience of flying private. Just as we create an elevated experience for our guests, we invest in creating the same for our people—prioritizing transparency, support, accountability and fulfillment to foster a culture of trust and purpose. ABOUT THIS ROLE As a Concierge and Reservations Systems Specialist, you are the backbone and the white-glove liaison between Aero and our guests. This role requires a unique blend of high-touch luxury hospitality and GDS mastery. You will act as the team’s primary subject matter expert for Sabre, ensuring technical integrity of every booking while guiding our Concierge team through complex ticketing and reservation workflows. You aren’t just resolving issues, you are setting the standard for technical excellence at Aero. Aero is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. RESPONSIBILITIES Systems & Technical: Serve as the internal subject matter expert for Sabre, acting as the first point of contact for the Concierge team to troubleshoot GDS errors, complex PNR issues, and ticketing discrepancies. Become a Darwin expert and a liaison for the Commercial Systems team (including understanding of fare construction principles, calculating exchanges and refunds through fare comparisons and penalty applications, UAT testing, and ensuring the integrity of Guest Experience processes whilst being a first point of escalation for the Concierge team. Partner with the Commercial team to proactively monitor and clear GDS queues to manage ticketing time limits, handle schedule changes, and ensure guest itineraries are synchronized and accurate. Execute manual and automated reissues, voids, and refunds, ensuring 100% accuracy in fare construction and tax calculation. Guest Experience: Contribute to customer satisfaction score (NPS) by providing superior, personalized service to our guests and prospective guests via phone, email, and chat and ensuring all open tickets are resolved promptly and concisely. Understand the specific context and desires of prospective guests to tailor the features and benefits of the Aero experience to their needs and drive trip booking conversion. Proactively coordinate and organize all communication regarding flight management details, including itinerary changes, transportation arrangements, and other special requests. Coordinate closely with the Operations team to communicate any changes that may occur with the flight schedule, weather, aircraft, any IROPS (irregular operations), and certain accommodations to meet the needs for our guests. Effectively communicate and escalate operational and experience issues Be well-versed and knowledgeable on all aspects of the Aero experience, including all menus, flight schedules, guest procedures, and technology systems. Complete side work and daily tasks as directed by leadership and as requested by other departments. Operational: Develop internal knowledge guides and conduct GDS training sessions for the Concierge team. Identify areas of opportunity for new processes and systems that better support our operation and guest experience; be proactive and generous with your ideas and experiments. Collaborate with the Business Development team to support travel agencies and act as a main point of contact for Sabre subscribers, ensuring accurate application and interpretation of our fare rules by providing guidance on fares, ancillary offerings, and penalty terms. Stay up-to-date with and knowledgeable about all company and FAA policies and procedures and ensure all activities remain in accordance with the Concierge Playbook and TSA security requirements. REQUIREMENTS Minimum 1-2 years of hands-on experience in a Global Distribution System (Sabre highly preferred). Must be proficient in native GDS commands. Demonstrated ability to perform complex pricing and ticket exchanges Prior experience in a “Help Desk” capacity within a travel agency or airline environment is strongly preferred. Ability to work remotely Must have experience with email services and proficiency using customer service tools (experience with Zendesk and/or Salesforce is a plus) Flexibility to work weekends and shifts that reflect Pacific Standard Time (PST), where our main hub is located. BENEFITS & PAY $25-$27 [per hour] [exact compensation may vary based on skills, experience, and location.] Other expenses: reimbursed per Aero’s Travel & Expense Policy Time Off: PTO, accrued sick time, bereavement, and holiday pay. Benefits: medical, dental, vision, life, disability, 401k, dependent care FSA, health FSA

Full job record

Job IDe6d04bef92f40005c46c0577eb0b99898e4d5514
Org ID45a4657f-c169-4307-975a-783fa1df52c7
Source IDa673db79-c69f-4db7-9670-1ac103ae139a
Board IDa673db79-c69f-4db7-9670-1ac103ae139a
Providerlever
Provider Job Key3f7c3054-1492-4766-9526-41ea5856ad94
TitleConcierge & Reservations Systems Specialist
Normalized Title—
Statusactive
Activeyes
Location TextUS Remote
DepartmentOperations
TeamExperience
Employment TypeFull-Time
Workplace Typeremote
Remote Policyremote
CountryUnited States
Region—
City—
Salary Raw—
Salary Min—
Salary Max—
Salary Currency—
Salary Period—
Source URLhttps://jobs.lever.co/aero/3f7c3054-1492-4766-9526-41ea5856ad94
Apply URLhttps://jobs.lever.co/aero/3f7c3054-1492-4766-9526-41ea5856ad94/apply
First Seen At2026-05-29 07:05:13Z
Last Seen At2026-06-06 07:56:44Z
Last Checked At2026-06-06 07:56:44Z
Last Changed At2026-05-29 07:05:13Z
Inactive At—
Source Posted At2026-04-15 20:53:31Z
Source Updated At—
Raw Payload Uris3://job-postings-prod-raw-590183727216/raw/provider=lever/board=aero/date=2026-06-06/2026-06-06T07-56-44-344Z-9abaecf6bbfe062c779ab38f7b1a97cae5206dcee82aa152c5217ca8cd136342.json
Event Fields
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  "last_changed_at": "2026-05-29T07:05:13.210Z",
  "active_status": "active"
}
Parsed Structured
{
  "language": "en",
  "location": {
    "raw": "US Remote",
    "city": null,
    "region": null,
    "country": "United States",
    "is_remote": true,
    "confidence": 0.95
  },
  "salary_max": null,
  "salary_min": null,
  "inferred_at": "2026-06-06T07:56:44.614Z",
  "launch_scope": {
    "reason": "english_us_canada",
    "included": true,
    "language": "en",
    "location": {
      "raw": "US Remote",
      "city": null,
      "region": null,
      "country": "United States",
      "is_remote": true,
      "confidence": 0.95
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    "countries": [
      "United States"
    ]
  },
  "remote_policy": "remote",
  "salary_period": null,
  "workplace_type": "remote",
  "salary_currency": null
}
Extensions
{}
Native Structured
{
  "lists": [
    {
      "text": "RESPONSIBILITIES",
      "content": "<div>\n<p style=\"line-height: 1.44; margin-top: 0pt; margin-bottom: 0pt;\"><strong><span style=\"font-size: 11pt; font-family: 'Helvetica Neue', sans-serif;\">Systems &amp; Technical:&nbsp;<br><br></span></strong></p>\n<ul style=\"margin-top: 0px; margin-bottom: 0px; padding-inline-start: 48px;\">\n<li style=\"font-size: 10.5pt; font-family: 'Helvetica Neue', sans-serif; font-weight: 300;\">\n<p style=\"margin-top: 0pt; margin-bottom: 0pt;\"><span style=\"font-size: 10.5pt;\">Serve as the internal subject matter expert for Sabre, acting as the first point of contact for the Concierge team to troubleshoot GDS errors, complex PNR issues, and ticketing discrepancies.</span></p>\n</li>\n<li style=\"font-size: 10.5pt; font-family: 'Helvetica Neue', sans-serif; font-weight: 300;\">\n<p style=\"margin-top: 0pt; margin-bottom: 0pt;\"><span style=\"font-size: 10.5pt;\">Become a Darwin expert and a liaison for the Commercial Systems team (including understanding of fare construction principles, calculating exchanges and refunds through fare comparisons and penalty applications, UAT testing, and ensuring the integrity of Guest Experience processes whilst being a first point of escalation for the Concierge team.&nbsp;</span></p>\n</li>\n<li style=\"font-size: 10.5pt; font-family: 'Helvetica Neue', sans-serif; font-weight: 300;\">\n<p style=\"margin-top: 0pt; margin-bottom: 0pt;\"><span style=\"font-size: 10.5pt;\">Partner with the Commercial team to proactively monitor and clear GDS queues to manage ticketing time limits, handle schedule changes, and ensure guest itineraries are synchronized and accurate.&nbsp;</span></p>\n</li>\n<li style=\"font-size: 10.5pt; font-family: 'Helvetica Neue', sans-serif; font-weight: 300;\">\n<p style=\"margin-top: 0pt; margin-bottom: 0pt;\"><span style=\"font-size: 10.5pt;\">Execute manual and automated reissues, voids, and refunds, ensuring 100% accuracy in fare construction and tax calculation.&nbsp;</span></p>\n</li>\n\n<br>\n<p style=\"margin-top: 0pt; margin-bottom: 0pt;\"><strong><span style=\"font-size: 10.5pt; font-family: 'Helvetica Neue', sans-serif;\">Guest Experience:&nbsp;<br><br></span></strong></p>\n<ul style=\"margin-top: 0px; margin-bottom: 0px; padding-inline-start: 48px;\">\n<li style=\"font-size: 10.5pt; font-family: 'Helvetica Neue', sans-serif; font-weight: 300;\">\n<p style=\"margin-top: 0pt; margin-bottom: 0pt;\"><span style=\"font-size: 10.5pt;\">Contribute to customer satisfaction score (NPS) by providing superior, personalized service to our guests and prospective guests via phone, email, and chat and ensuring all open tickets are resolved promptly and concisely.</span></p>\n</li>\n<li style=\"font-size: 10.5pt; font-family: 'Helvetica Neue', sans-serif; font-weight: 300;\">\n<p style=\"margin-top: 0pt; margin-bottom: 0pt;\"><span style=\"font-size: 10.5pt;\">Understand the specific context and desires of prospective guests to tailor the features and benefits of the Aero experience to their needs and drive trip booking conversion.</span></p>\n</li>\n<li style=\"font-size: 10.5pt; font-family: 'Helvetica Neue', sans-serif; font-weight: 300;\">\n<p style=\"margin-top: 0pt; margin-bottom: 0pt;\"><span style=\"font-size: 10.5pt;\">Proactively coordinate and organize all communication regarding flight management details, including itinerary changes, transportation arrangements, and other special requests.</span></p>\n</li>\n<li style=\"font-size: 10.5pt; font-family: 'Helvetica Neue', sans-serif; font-weight: 300;\">\n<p style=\"margin-top: 0pt; margin-bottom: 0pt;\"><span style=\"font-size: 10.5pt;\">Coordinate closely with the Operations team to communicate any changes that may occur with the flight schedule, weather, aircraft, any IROPS (irregular operations), and certain accommodations to meet the needs for our guests.</span></p>\n</li>\n<li style=\"font-size: 10.5pt; font-family: 'Helvetica Neue', sans-serif; font-weight: 300;\">\n<p style=\"margin-top: 0pt; margin-bottom: 0pt;\"><span style=\"font-size: 10.5pt;\">Effectively communicate and escalate operational and experience issues</span></p>\n</li>\n<li style=\"font-size: 10.5pt; font-family: 'Helvetica Neue', sans-serif; font-weight: 300;\">\n<p style=\"line-height: 1.44; margin-top: 0pt; margin-bottom: 0pt;\"><span style=\"font-size: 10.5pt;\">Be well-versed and knowledgeable on all aspects of the Aero experience, including all menus, flight schedules, guest procedures, and technology systems.</span></p>\n</li>\n\n<ul style=\"margin-top: 0px; margin-bottom: 0px; padding-inline-start: 48px;\">\n<li style=\"font-size: 10.5pt; font-family: 'Helvetica Neue', sans-serif; font-weight: 300;\">\n<p style=\"line-height: 1.44; margin-top: 0pt; margin-bottom: 0pt;\"><span style=\"font-size: 10.5pt;\">Complete side work and daily tasks as directed by leadership and as requested by other departments.<br><br></span></p>\n</li>\n\n<p style=\"margin-top: 0pt; margin-bottom: 0pt;\"><strong><span style=\"font-size: 10.5pt; font-family: 'Helvetica Neue', sans-serif;\">Operational:&nbsp;<br><br></span></strong></p>\n<ul style=\"margin-top: 0px; margin-bottom: 0px; padding-inline-start: 48px;\">\n<li style=\"font-size: 10.5pt; font-family: 'Helvetica Neue', sans-serif; font-weight: bold;\">\n<p style=\"margin-top: 0pt; margin-bottom: 0pt;\"><span style=\"font-size: 10.5pt; font-weight: 300;\">Develop internal knowledge guides and conduct GDS training sessions for the Concierge team.</span></p>\n</li>\n<li style=\"font-size: 10.5pt; font-family: 'Helvetica Neue', sans-serif; font-weight: 300;\">\n<p style=\"margin-top: 0pt; margin-bottom: 0pt;\"><span style=\"font-size: 10.5pt;\">Identify areas of opportunity for new processes and systems that better support our operation and guest experience; be proactive and generous with your ideas and experiments.</span></p>\n</li>\n<li style=\"font-size: 10.5pt; font-family: 'Helvetica Neue', sans-serif; font-weight: 300;\">\n<p style=\"margin-top: 0pt; margin-bottom: 0pt;\"><span style=\"font-size: 10.5pt;\">Collaborate with the Business Development team to support travel agencies and act as a main point of contact for Sabre subscribers, ensuring accurate application and interpretation of our fare rules by providing guidance on fares, ancillary offerings, and penalty terms.</span></p>\n</li>\n<li style=\"font-size: 10.5pt; font-family: 'Helvetica Neue', sans-serif; font-weight: 300;\">\n<p style=\"line-height: 1.44; margin-top: 0pt; margin-bottom: 0pt;\"><span style=\"font-size: 10.5pt;\">Stay up-to-date with and knowledgeable about all company and FAA policies and procedures and ensure all activities remain in accordance with the Concierge Playbook and TSA security requirements.</span></p>\n</li>\n\n</ul></ul></ul></ul></div>"
    },
    {
      "text": "REQUIREMENTS",
      "content": "<div>\n<ul style=\"margin-top: 0px; margin-bottom: 0px; padding-inline-start: 48px;\">\n<li style=\"font-size: 11pt; font-family: 'Helvetica Neue', sans-serif; font-weight: 300;\">\n<p style=\"line-height: 1.44; margin-top: 0pt; margin-bottom: 0pt;\"><span style=\"font-size: 11pt;\">Minimum 1-2 years of hands-on experience in a Global Distribution System (Sabre highly preferred). Must be proficient in native GDS commands.</span></p>\n</li>\n<li style=\"font-size: 11pt; font-family: 'Helvetica Neue', sans-serif; font-weight: 300;\">\n<p style=\"line-height: 1.44; margin-top: 0pt; margin-bottom: 0pt;\"><span style=\"font-size: 11pt;\">Demonstrated ability to perform complex pricing and ticket exchanges&nbsp;</span></p>\n</li>\n<li style=\"font-size: 11pt; font-family: 'Helvetica Neue', sans-serif; font-weight: 300;\">\n<p style=\"line-height: 1.44; margin-top: 0pt; margin-bottom: 0pt;\"><span style=\"font-size: 11pt;\">Prior experience in a “Help Desk” capacity within a travel agency or airline environment is strongly preferred.&nbsp;</span></p>\n</li>\n<li style=\"font-size: 11pt; font-family: 'Helvetica Neue', sans-serif; font-weight: 300;\">\n<p style=\"line-height: 1.44; margin-top: 0pt; margin-bottom: 0pt;\"><span style=\"font-size: 11pt;\">Ability to work remotely&nbsp;</span></p>\n</li>\n<li style=\"font-size: 10.5pt; font-family: 'Helvetica Neue', sans-serif; font-weight: 300;\">\n<p style=\"margin-top: 0pt; margin-bottom: 0pt;\"><span style=\"font-size: 10.5pt;\">Must have experience with email services and proficiency using customer service tools (experience with Zendesk and/or Salesforce is a plus)&nbsp;</span></p>\n</li>\n\n<ul style=\"margin-top: 0px; margin-bottom: 0px; padding-inline-start: 48px;\">\n<li style=\"font-size: 10.5pt; font-family: 'Helvetica Neue', sans-serif; font-weight: 300;\">\n<p style=\"margin-top: 0pt; margin-bottom: 0pt;\"><span style=\"font-size: 10.5pt;\">Flexibility to work weekends and shifts that reflect Pacific Standard Time (PST), where our main hub is located.</span></p>\n</li>\n\n</ul></ul></div>"
    },
    {
      "text": "BENEFITS & PAY",
      "content": "<div>\n<ul style=\"margin-top: 0px; margin-bottom: 0px; padding-inline-start: 48px;\">\n<li style=\"font-size: 11pt; font-family: 'Helvetica Neue', sans-serif; font-weight: 300;\">\n<p style=\"line-height: 1.44; margin-top: 0pt; margin-bottom: 0pt;\"><span style=\"font-size: 11pt;\">$25-$27 [per hour]</span></p>\n<ul style=\"padding-inline-start: 48px;\">\n<li style=\"font-size: 11pt; font-family: 'Helvetica Neue', sans-serif; font-weight: 300;\">\n<p style=\"line-height: 1.44; margin-top: 0pt; margin-bottom: 0pt;\"><em><span style=\"font-size: 11pt;\">[exact compensation may vary based on skills, experience, and location.]</span></em></p>\n</li>\n\n\n<li style=\"font-size: 11pt; font-family: 'Helvetica Neue', sans-serif; font-weight: 300;\">\n<p style=\"line-height: 1.44; margin-top: 0pt; margin-bottom: 0pt;\"><span style=\"font-size: 11pt;\">Other expenses: reimbursed per Aero’s Travel &amp; Expense Policy</span></p>\n</li>\n<li style=\"font-size: 11pt; font-family: 'Helvetica Neue', sans-serif; font-weight: 300;\">\n<p style=\"line-height: 1.44; margin-top: 0pt; margin-bottom: 0pt;\"><span style=\"font-size: 11pt;\">Time Off: PTO, accrued sick time, bereavement, and holiday pay.</span></p>\n</li>\n<li style=\"font-size: 11pt; font-family: 'Helvetica Neue', sans-serif; font-weight: 300;\">\n<p style=\"line-height: 1.44; margin-top: 0pt; margin-bottom: 0pt;\"><span style=\"font-size: 11pt;\">Benefits: medical, dental, vision, life, disability, 401k, dependent care FSA, health FSA</span></p>\n</li>\n\n</ul></li></ul></div>"
    }
  ],
  "country": "US",
  "createdAt": 1776286411942,
  "updatedAt": null,
  "categories": {
    "team": "Experience",
    "location": "US Remote",
    "commitment": "Full-Time",
    "department": "Operations",
    "allLocations": [
      "US Remote"
    ]
  },
  "salaryRange": null,
  "workplaceType": "remote"
}
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