Guest Services Specialist

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.

The Guest Services Specialist owns the trip management pipeline — handling all tasks from the moment a booking is confirmed until the flight is in-air — and is the primary owner of inbound broker and client requests via email, phone and Slack.

The Specialist works with the broker and the operator to manage the trip from booking to execution, ensuring that every client gets a proactive, organized travel experience which leaves a great impression and builds client loyalty.

Please note: Because we support live flights, coverage follows aircraft movement 7 days a week, including weekends and holidays. 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. 

Key Responsibilities

• Own the trip management pipeline
• Manage the full trip lifecycle from post-booking intake until the trip is complete — including passenger manifest management and collection of any documentation required, arranging services such as catering, ground transportation, etc.
• Monitor and manage inbound broker and client requests via email, phone and Slack
• Serve as a primary owner of the Guest Services inbound request queue alongside the Lead. Classify, prioritize, and action all requests.
• Conduct pre-trip operator outreach and confirmations
• Identify and address potential flight-impacting issues, escalating to team leadership or the operator as needed to get answers and develop alternatives. Ensure all details (passenger information, changes, catering or ground transportation details, special requests) are relayed to, and confirmed with, the operator. Obtain and verify information from operator in order to produce Preliminary and Final Itineraries for the client.
• Serve as the first escalation point for Flight Coordinators
• When an FC surfaces a flag — a non-standard situation, a disruption that exceeds the playbook, or a request outside their scope — the Specialist is the first point of contact. Own the resolution or escalate to the Lead as appropriate.
• Support Flight Coordinator duties during high-volume periods
• Take a share of day-of flight tracking and related tasks when the Flight Coordinator workload overflows. Mutual support is how this team operates.
• Maintain accurate trip records
• Keep all trip fields, notes, and status current in the ops system throughout every shift. Records must be clean enough that any teammate can pick up a trip you were working on seamlessly and with no confusion.

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 you own are built accurately and on time — brokers and clients receive the right information at the right stage without having to chase you.
• Operators are fully prepared on your trips. The trip management process is clean, complete, and properly logged.
• We are responsive to our brokers and their clients. Requests are actioned or routed quickly, with brokers and clients kept up to date on status — nothing sits unowned.
• Your communication is clear, timely, and useful — the team reads your updates and has what they need.
• 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 our brokers and your teammates by being reliable, steady under pressure, and eager to step in when the team needs support. You actively collaborate with teammates and contribute to solving problems in real time.
• You consistently balance speed, precision, and professionalism in a live operational environment where details matter.
• You are actively developing the skills and judgment that will prepare you for the Guest Services Lead role.

What We’re Looking For

Required

• Experience as a Flight Coordinator at Goodwin with demonstrated mastery of the FC role, or equivalent experience in a live aviation operations environment
• Working knowledge of the private charter trip lifecycle — from booking confirmation through to day-of flight
• Proven ability to manage multiple active trips simultaneously with accuracy and composure
• Strong broker and client-facing communication skills — clear, professional, and proactive
• Comfort working in a fast-paced, real-time environment where priorities can shift quickly
• Sound judgment on when to act independently and when to escalate
• Availability to work a flexible schedule across 7 days per week between 7:00am and 12:00am Eastern. High degree of reliability.
• Authorization to work in the United States without current or future sponsorship

Preferred

• Direct experience in a charter brokerage, operator, or trip management environment
• Experience in a client-facing role in a high-stakes or time-sensitive service environment
• Familiarity with trip management, CRM, or aviation operations software