Guest Services Specialist (Remote)

Who We Are & What We're Building At Goodwin, we build tech for companies that sell private charter flights. In this industry, brokers work directly with travelers to source trips and manage client relationships, while operators own and manage the aircraft and crews that actually fly them. Behind the scenes, brokers have traditionally juggled nonstop phone calls, email threads, and spreadsheets to match each client request with the right aircraft at the right time. It is fast, detail-heavy work where timing and accuracy matter. Our platform brings structure and speed to that process. Brokers use Goodwin to send requests, compare options, and manage trips in one place instead of juggling dozens of conversations. Our technology drives efficiency and our operations team drives follow-through. Together, we help brokers move quickly and confidently when details matter most so they can focus on serving their clients and growing their business. Founded in 2022 and headquartered in Columbus, Ohio with distributed talent across the US, Goodwin is on a fast-growth trajectory as we redefine private aviation technology from the ground up. Why This Role Exists Private charter flights are booked by brokers through our platform and our aircraft sourcing team. Once a trip is confirmed, the work shifts from securing the aircraft to executing the experience. At that point, dozens of logistical details must come together at exactly the right time. This includes ground transportation, catering, international requirements, weather monitoring, airport coordination, and last-minute schedule changes. Our Guest Services Specialists ensure that every single confirmed trip runs smoothly from departure to arrival. They anticipate issues before they affect passengers. They coordinate moving pieces across brokers, operators, and vendors. When plans change, they respond immediately and calmly. As we grow, this role ensures that Goodwin is known not just for booking flights efficiently, but for executing trips with precision and care. Please note: Because we support live flights, coverage follows aircraft movement. While shifts are scheduled between 7:00 a.m. and 12:00 a.m., flights occasionally depart outside those hours. That can mean logging on at 5:00 a.m. to track an early positioning leg or staying on until 2:00 a.m. to ensure a late departure is fully supported. This is a live operations role, and we ensure trips are covered whenever aircraft are in motion. This is a remote role. What You'll Work On Our Guest Services team is a tight-knit group that works in constant coordination throughout the day. Success depends on mutual accountability. Teammates offer help without being asked, step in when coverage is needed, and trust each other to do the same. Contributing positively to that culture is an important part of this role.

• Monitor upcoming trips and proactively review weather, NOTAMs, airport restrictions, and operational risks
• Coordinate ground transportation, catering, permits, international requirements, and special passenger requests
• Communicate clearly and frequently with brokers, operators, vendors, and teammates to confirm every detail is aligned
• Anticipate potential disruptions and adjust plans before they impact passengers
• Respond quickly to last-minute changes such as aircraft swaps, mechanical issues, or schedule shifts
• Partner closely with the sourcing team when replacement aircraft or urgent changes are required
• Maintain precise documentation so every stakeholder has clear visibility into the status of the trip
• Work collaboratively in live Slack channels and huddles to problem-solve as a team in real time
• Take full ownership of the trips you are covering. If something is still unresolved at shift change and it affects a flight, you stay engaged until it is handled properly, and you do the same for your teammates when they need support.

This role requires constant situational awareness and strong teamwork. You will manage multiple trips at once while staying closely connected to the team around you. How You'll Know You're Succeeding

• Trips depart and arrive smoothly because you anticipated issues early and handled details before they escalated.
• Brokers trust you to manage complex logistics for their clients without constant follow-up. They know you are thinking ahead on their behalf.
• Passengers experience seamless travel because ground transportation, catering, permits, and timing were coordinated precisely.
• When weather shifts, aircraft swap, or a last-minute issue surfaces, you respond quickly with clear communication and practical solutions.
• You move confidently between multiple systems throughout the day, tracking details across tools without losing clarity or momentum.
• You have earned the trust and respect of your teammates by being reliable, steady under pressure, and eager to step in when the team needs support. You actively collaborate in Slack huddles and contribute to solving problems in real time.
• If a live trip requires attention near the end of your shift, you ensure it is properly handled before stepping away. Your team does the same for you.
• You consistently balance speed, precision, and professionalism in a live operational environment where details matter.

What We're Looking For

• 5+ years of experience in private charter aviation, such as a private charter flight attendant role, or a closely related aviation or high-end travel position. Direct exposure to how charter trips operate is required.
• Availability to work scheduled shifts within our operating window of 7:00 a.m. to 12:00 a.m., including weekends and holidays. Because we support live flights, you must be comfortable flexing earlier or later when departures fall outside standard shift boundaries.
• Experience in high-pressure, high-stakes client service environments where expectations were high and details mattered.
• Exceptional attention to detail and sound independent judgment. You are comfortable operating without constant structure and can prioritize clearly when plans shift.
• Clear, polished communication skills and the professionalism to interact confidently with brokers, operators, vendors, and high-expectation clients.
• Mental agility. You can move between multiple systems, conversations, and live trip updates without losing track of critical details.
• Authorization to work in the United States without current or future employer sponsorship.

Compensation: This role pays a standardized salary of $80,000 a year. Remote Skills: Aircraft Maintenance, Airport Management, Aviation Industry, Brokerage, Business Growth, Catering Services, Communication Skills, Customer Relations, Customer Relationship Management (CRM), Customer Support/Service, Detail Oriented, Establish Priorities, Follow Through, Hospitality and Tourism, Logistics Management, Problem Solving Skills, Sales, Slack, Spreadsheets, Vendor/Supplier Planning, Willing to Travel About the Company: Goodwin Apply tot his job Apply To this Job