Director of Customer Support

About the Role

This position leads JSX’s customer support function across reservations, Customer Care, social media, disruption communications, and VIP assistance. The role is responsible for shaping service strategy, setting operating standards, and building teams that deliver fast, thoughtful, and brand-consistent support. It also works closely with teams across the company to create a smooth experience for Customers at every point in their journey.

What You’ll Do

• Guide customer communications during irregular operations and service interruptions, making sure recovery efforts are coordinated, prompt, and realistic.
• Create communication rules, escalation routes, and recovery procedures that help teams provide dependable, high-quality support.
• Work with Airport Operations, Hospitality, OCC, Commercial, Digital, Training, Finance, and HR to align service processes, staffing plans, and execution priorities.
• Manage day-to-day operations across reservations, Customer Care, social media, and disruption communications to deliver strong service across all support channels.
• Improve team results through service level, quality, productivity, satisfaction, case handling, and labor metrics, then use the data to raise performance.
• Own workforce planning, operational readiness, and surge-support planning so the team can adapt to shifting business needs.
• Set quality benchmarks, coaching rhythms, training practices, and operating processes that drive consistent execution across the support organization.
• Build VIP service approaches and escalation paths that provide discreet, tailored help for high-priority Customers and sensitive cases.
• Coordinate support for VIP travel, executive escalations, and service recovery efforts in both normal operations and disruption scenarios.
• Turn hospitality standards into customer care workflows that strengthen brand consistency and operational excellence.
• Lead managers across multiple functions by developing talent, reinforcing accountability, and building a culture of engagement and continuous improvement.
• Ensure recovery and case management are handled with empathy, urgency, consistency, and operational discipline at every customer touchpoint.

What Success Looks Like

• Putting the Customer at the center while still managing operational constraints.
• Creating scalable support models that improve service, efficiency, and long-term outcomes.
• Staying composed and decisive during disruptions and fast-moving situations.
• Building trusted partnerships across departments to deliver seamless experiences.
• Coaching leaders, growing talent, and encouraging accountability through clear expectations and support.
• Using performance data, customer feedback, and operational insight to keep improving.
• Taking ownership, acting decisively, and continuously looking for better ways to work.

Experience Needed

• At least 8 years of leadership experience in customer support, contact center operations, hospitality, airport operations, service delivery, or another customer-facing environment.
• Hands-on experience handling customer communications during disruptions, escalations, or recovery situations.
• Background leading call center or multi-channel support teams, including workforce planning, quality, training, and performance management.
• Experience managing executive escalations, VIP Customers, and complex service recovery cases.
• Experience building customer care workflows and operating standards that improve consistency and service quality.
• At least 5 years of people-management experience leading managers and driving accountability across multiple teams or functions.

Skills and Abilities

• Leadership across multi-channel support operations, including service delivery, staffing readiness, quality assurance, and operational performance.
• Sound judgment when handling disruptions, executive escalations, and sensitive customer situations.
• Ability to design scalable support processes that improve responsiveness, resolution quality, and customer satisfaction.
• Strong communication, relationship-building, and cross-functional leadership skills.
• Analytical thinking with the ability to use metrics and customer insights to guide improvements.
• Capability to balance strategic planning with hands-on execution in a busy environment.

Preferred Background

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

Benefits and Perks

• Health coverage becomes available on the first day of the month after your start date. Medical plans start at $110 per month, dental and vision are fully employer-paid, up to $2,100 per year is available for HSA contribution, and short-term and long-term disability coverage is provided at no cost.
• Free standby travel on JSX, plus heavily discounted standby travel on other major domestic and international airlines for you and your eligible immediate family members.
• 401(k) match of 50% on the first 8% contributed.
• Flexible PTO so you can recharge as needed.

Additional Information

This role description is not a complete list of all duties, responsibilities, or qualifications. The company may update duties, responsibilities, and requirements at any time to reflect business needs, operational demands, emergencies, or other circumstances.

Equal opportunity is a core principle of employment here. All hiring and employment actions are intended to remain free from unlawful discrimination and harassment based on race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, or any other protected characteristic.

JSX is committed to creating an inclusive workplace and values diversity among its employees.

Compensation

The pay range for this position is $100,500 to $125,600 per year.