Airport CS Supervisor | Lead Passenger Experience

Primeflight-Aviation-5; Baltimore (MD); On-site; USD 17,000 - 28,000; Full time

Benefits offered by this job

401(k) with matching

Health, dental, vision and life ins.

Paid time off

Job summary

PrimeFlight Aviation Services, Inc. is seeking a Customer Service Supervisor at BWI Airport to lead a team of agents, oversee check‑in and boarding processes, and drive excellent passenger service in a fast-paced aviation environment.

The role requires a minimum of 5 years in customer service and 2 years in a lead capacity, with strong communication and aviation industry knowledge. On‑site position with full‑time hours and career growth opportunities.

Qualifications

• 18 years of age or older.
• Legally authorized to work in the country of employment.
• Valid driver’s license.
• English communication skills (reading, writing, speaking).
• 5 years of customer service experience.
• 2 years in a Customer Service Lead role.
• FAA/RaIC/TSA/Port Authority credentials as applicable.

Responsibilities

• Oversee daily operations of the customer service team to ensure high‑quality passenger assistance.
• Monitor and evaluate performance, providing feedback and coaching.
• Address and resolve escalated customer complaints and issues.
• Train and mentor staff in best practices and airport procedures.
• Ensure adherence to airline and airport policies and service standards.
• Coordinate staff schedules and shifts to maintain optimal service levels.
• Provide updates and reports on service performance and incidents.

Skills

Customer service

Leadership

Aviation industry

Communication

Team supervision

Job description

PrimeFlight Aviation Services, Inc. is seeking a Customer Service Supervisor at BWI Airport to lead a team of agents, oversee check‑in and boarding processes, and drive excellent passenger service in a fast-paced aviation environment.

The role requires a minimum of 5 years in customer service and 2 years in a lead capacity, with strong communication and aviation industry knowledge. On‑site position with full‑time hours and career growth opportunities.