Customer Service Supervisor - JAX Airport

Customer Service Supervisor - JAX Airport

Job Category: Airport Operations

Requisition Number: CUSTO
016883

• Posted:
  July 1, 2026
• Full-Time
• On-site
• Rate: $19 USD per hour

Jacksonville, FL 32218, USA

The Customer Service Supervisor is responsible for supervising and leading a team of customer service agents to ensure a smooth and efficient passenger experience. This role involves overseeing check‑in and boarding processes, addressing passenger inquiries and concerns, and upholding compliance with airline policies and safety regulations. You will collaborate with various airport departments to optimize passenger services, resolve operational challenges, and contribute to maintaining a positive airport environment.

Additionally, you will play a key role in training and developing customer service agents, monitoring performance, and fostering a culture of excellence in customer service delivery.

• Oversee the daily operations of the customer service team to ensure high-quality passenger assistance
• Monitor and evaluate the performance of customer service agents, providing feedback and coaching
• Address and resolve escalated customer complaints and issues effectively
• Train and mentor customer service staff in best practices and airport-specific procedures
• Ensure team adherence to airline and airport policies, procedures, and service standards
• Coordinate staff schedules, breaks, and shift rotations to maintain optimal service levels
• Implement strategies to enhance customer satisfaction and streamline service processes
• Maintain up-to-date knowledge of flight information, gate assignments, and airport services
• Facilitate effective communication between customer service agents and other airport departments
• Manage ticketing and reservation systems, overseeing booking changes and upgrades
• Conduct regular team meetings to share updates, gather feedback, and discuss service improvements
• Prepare reports on customer service activities, incidents, and performance metrics
• Assist in the development and update of customer service manuals and training materials
• Foster a positive and collaborative work environment, encouraging teamwork and employee engagement
• Participate in recruiting and hiring new customer service staff
• Exemplify Prime Flight customer service and safety standards
• Perform any additional duties as assigned by management

• 18 years of age or older
• Must be legally authorized to work in the country of employment.
• Must hold a valid driver’s license.
• Communicate effectively in English (reading, writing, speaking)
• 5 years of customer service experience
• 2 years of Customer Service Lead experience
• Knowledge of the Aviation Industry
• Ability to access and interpret information in print and electronically, including the use of electronic devices such as iPads/Tablets, computers, and mobile devices
• Effectively communicate with colleagues and clients, both in‑person and through electronic means
• Pass a background check and drug screen
• Eligibility to acquire needed credentials and clearances (FAA, RAIC, TSA, Port Authority, U.S. Customs, and U.S. Postal – as applicable)
• Airlines are 24/7, so we need our team members to be flexible to work various shifts including nights, weekends and holidays

To perform this job successfully, an individual must be able to perform each essential requirement satisfactorily. The requirements listed above are representative of the work environment, knowledge, skill, and/or ability. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential requirements.

• Ability to lift up to 70 pounds
• Prolonged standing and walking in an indoor/outdoor environment as applicable
• May need to reach with arms and grasp with hands
• May need to push, pull
• May need to bend, stretch, squat, kneel
• Exposure to moderate and at times high noise levels
• Be able to hear and respond to the spoken voice and to audible alarms
• Tasks may involve repetitive motions of the arms, wrists, hands and/or fingers
• Specific vision abilities required for this job include: close vision (clear vision at 20 inches or less); distance vision…