Customer Service Supervisor

About the role

The Customer Service Supervisor leads frontline agents in an airport environment, ensuring smooth passenger operations and compliance with airline and airport procedures. Reporting to the Customer Coordinators, the role supports a 24/7 operation by managing staffing, handling escalations, and maintaining high service standards.

Key responsibilities

• Supervise daily passenger service at ticket counters, gates, and boarding areas.
• Lead, coach, and support agents to deliver safe, efficient, and high‑quality service.
• Train and onboard new employees on company policies, systems, and service standards.
• Coordinate with ramp, operations, and airline partners to ensure on‑time departures.
• Handle escalated issues such as delays, cancellations, and complex itineraries.
• Oversee check‑in, ticketing, reservations, and baggage processes in line with airline policies.
• Verify passenger travel documents for regulatory compliance.
• Communicate via radio, phone, and in person to support operations.
• Monitor performance, ensure customer satisfaction, and enforce team accountability.
• Prepare reports, provide shift updates, and support additional operational needs.

Required profile

• High school diploma or equivalent.
• Demonstrated experience in customer service, preferably in a fast‑paced or airport setting.
• Professional proficiency in English (reading, writing, speaking).
• Strong verbal and written communication skills.
• Excellent organizational and time‑management abilities.
• Physical ability to stand, lift up to 40 lb, and perform repetitive motions for extended periods.
• Professional appearance and adherence to grooming and uniform standards.
• Willingness to work flexible schedules, including nights, weekends, holidays, and short‑notice overtime.

Required skills