Customer Support Specialist - Aviation Software | FBO Operations | Remote; North America

Overview

We are looking for a Customer Support Specialist with real FBO or general aviation experience to support the X-1

FBO software platform. This role is ideal for an experienced Line Service Technician, Customer Service Representative, or FBO Manager who wants to stay close to aviation while moving into technology. You will work directly with FBO teams to resolve issues, deliver training, and help customers adopt modern tools into their daily operations. Experience using the X-1

FBO platform is highly preferred. Candidates with hands-on X-1

FBO experience will ramp more quickly, though strong general aviation or FBO experience remains essential.

This role operates on a shift-based schedule similar to FBO operations, with evening coverage required. Schedules rotate to support nights and weekends and are coordinated with your manager. Preference is given to candidates located on or toward the U.S. West Coast.

Compensation is competitive and based on experience, with flexibility for candidates who bring deep FBO, training, or X-1

FBO platform experience.

• Remote role open to candidates located anywhere in North America
• Preference for candidates near major aviation hubs such as Southern California, South Florida, Chicago, Houston, or New York
• Travel will be required periodically, with frequency varying by month

• Direct impact on how FBOs operate every day
• Opportunity to work on modern, aviation-specific technology
• Clear expectations, training, and ownership from day one
• Supportive team culture with room for long-term growth

GMSTEK is the aviation technology company behind X-1

FBO, built by aviation professionals. X-1

FBO is a modern operations and payment platform purpose-built for Fixed Base Operators and general aviation.

Our customers use X-1

FBO to modernize operations across the ramp, front desk, and back office. In an industry that is historically slow to change, we focus on practical, production-proven technology that solves real operational problems for FBO teams.

We are a close-knit team of aviation professionals and technologists who genuinely enjoy working together. Many of us came from FBOs, ramps, and front desks, so we understand the realities of aviation operations and bring real operational experience into how we work together.

We work hard and move quickly, but we value balance. Family matters. Time off matters. Doing good work without burning people out matters. We trust our team to take ownership, communicate clearly, and support one another.

Our headquarters is in Palmetto Bay, Florida, right on Biscayne Bay, with trails, a gym, and a bit of Florida character, including a small lake guarded by a pair of crocodiles. Remote team members are fully supported and always welcome to visit.

• Required experience in FBO operations, general aviation customer service, or line service
• Strong written and verbal communication skills
• Comfort working with modern software and learning new systems
• High attention to detail and strong sense of ownership
• Ability to work independently while collaborating with a distributed team
• Willingness to travel periodically as needed

Previous customer support or help desk experience is a plus but not required.

• Provide knowledgeable, professional customer support via phone, chat, help desk, and occasional in-person interactions
• Troubleshoot technical and workflow-related issues within the X-1
  
  FBO platform
• Own customer issues from intake through resolution with high follow-through
• Maintain accurate records and updates in Zoho Desk and CRM
• Collaborate with internal teams to resolve issues and improve customer experience
• Participate in web-based and occasional on-site training sessions

First 30 Days – Learning & Familiarization

• Learn X-1
  
  FBO products, customers, and support workflows
• Navigate Zoho CRM, Zoho Desk, Support Hub, and Intercom
• Shadow experienced support team members across shifts
• Build foundational product and operational knowledge

First 60 Days – Active Support Participation

• Actively handle customer chats and support tickets with guidance
• Maintain accurate customer records and documentation
• Follow up with customers to ensure resolution and satisfaction
• Stay current on product updates and communicate them clearly

First 90 Days – Independent Ownership

• Independently manage customer support interactions
• Communicate effectively with customers and internal teams
• Identify recurring issues and suggest improvements
• Contribute to documentation and knowledge base enhancements

About GMSTEK & X-1

FBO and the team; no separate tracking or site-only notices included here. This posting reflects current roles and expectations.