Supervisor, Passenger Services

Responsibilities

• Supervise passenger service agents during check‑in, boarding, baggage handling and arrival processes
• Ensure compliance with airline procedure, TSA regulations, and safety protocols
• Provide on‑the‑spot coaching and support to agents to ensure service standards are met
• Resolve customer complaints and operational issues in a timely and professional manner
• Coordinate with airline representatives, ramp, and other departments to ensure smooth flight operations
• Monitor staffing levels and adjust assignments based on flight schedules and operational needs
• Complete required reports, incident documentation, and shift logs accurately and on time
• Support training and onboarding of new passenger service agents
• Lead pre‑shift briefings and communicate updates, policy changes, and safety alerts
• Promote a positive and productive work environment, modeling excellent customer service and teamwork

• High School Diploma or GED
• 2+ years of experience in passenger services or customer‑service related field
• 1+ year of supervisory or lead experience in an operational setting
• Strong verbal and written communication skills
• Ability to work varied shifts, including nights, weekends, and holidays
• Proficient in Microsoft Office and airline systems
• Ability to obtain and maintain all required airport and airline security clearances
• Must be able to stand, walk, bend, and lift up to 50 pounds
• Associate or Bachelor's degree in Aviation, Business, or related field (preferred)
• Prior experience working with a ground handling service provider (preferred)
• Knowledge of airline‑specific policies and procedures (preferred)
• Experience handling irregular operations, customer escalations, or emergency response (preferred)
• Bilingual or multilingual skills (preferred)