Airline Support Supervisor

Airline Support Supervisor

Accommodations Plus International (API) is a technology and services company focused on driving innovation across the travel and transportation industry. We partner with organizations in the airline, cruise, and rail sectors to deliver solutions that improve layover operations, enhance customer experience, and support long-term growth.

Our mission is to make layovers simpler and more efficient for crew members—and we bring that to life through deep industry expertise and a practical, results-driven approach.

Today, API's platform powers over 18 million crew room nights each year for 100+ airlines and travel operators worldwide. Our Global Reach ensures that airline crews are rested, transported, and connected so global aviation runs on time.

At API, we're building a culture rooted in succeeding and thriving together. It's a place where people are encouraged to take ownership, develop their skills, and contribute to work that matters.

If you're looking to grow your career in a company that values steady progress, real impact, and long-term development, we'd like to meet you!

The Airline Support Supervisor is responsible for leading and overseeing a team of Airline Support Specialists who provide crew accommodation and transportation support to our airline partners. This role ensures exceptional customer service, operational efficiency, and compliance with client Service Level Agreements (SLAs).

The Airline Support Supervisor serves as the primary point of escalation for operational challenges, supports employee development and performance, and works closely with airline partners and internal departments to ensure the successful delivery of crew accommodation services.

Position Type and Expected Hours of Work

This is a full-time, non-exempt position located on-site in St. George, Utah.

This role is scheduled for an overnight shift consisting of four (4) 10-hour workdays, typically 6:00 PM to 4:00 AM. Due to the nature of airline operations, flexibility is required and schedules may include weekends, holidays, overtime, and on-call support based on operational demands and client needs. Employees must be able to adapt to changing business requirements to ensure continuous support for airline partners and crew members.

• Supervise and support Airline Support Specialists to ensure efficient and effective customer service.
• Monitor daily operations to ensure crew hotel and transportation requests are processed accurately and timely.
• Serve as the primary escalation point for complex client, vendor, or operational issues.
• Maintain strong working relationships with airline partners and ensure client expectations are consistently met.
• Monitor workload distribution, productivity, and service levels across the team.
• Coach, mentor, and develop team members through regular feedback and performance discussions.
• Conduct quality reviews of employee work and customer interactions.
• Assist with onboarding, training, and continuous development of Airline Support Specialists.
• Provide performance metrics and operational reporting to management.
• Respond to irregular operations (IROPS) and support staffing and operational adjustments as needed.
• Coordinate with hotels, transportation providers, and other vendors to support client needs and service recovery efforts.
• Identify opportunities to improve processes, service quality, and operational efficiency.
• Assist with scheduling and workforce planning to ensure appropriate coverage.
• Ensure compliance with company policies, client requirements, and operational procedures.
• Collaborate with internal departments to resolve service issues and improve client satisfaction.
• Support management with employee performance management and corrective action processes as needed.
• Perform additional duties as assigned.

• Strong leadership and team-building skills.
• Excellent customer service orientation.
• Strong judgment and decision-making abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Effective problem-solving and conflict-resolution skills.
• Exceptional verbal, written, and interpersonal communication skills.
• Strong organizational and…