Airport Customer Service Supervisor & Team Lead

Southwest Airlines Co.; San Jose (CA); On-site; USD 50,000 - 52,000; Full time

Benefits offered by this job

Fly for free on open seats for you and

401(k) Company match up to 9.3%

3% Short Term Incentive bonus

Profit-sharing opportunity

Health insurance for you and depend..

Health plan options from day one

Benefits details at careers site

Job summary

Southwest Airlines is seeking a Supervisor Customer Service in California to lead Customer Service Agents, Operations Agents, and Skycaps. You will ensure safe, on-time service, resolve customer issues, and communicate updates to the team.

The role requires coordinating across departments to maintain flight schedule and customer satisfaction. Responsibilities include staffing, shift planning, and performance monitoring, with emphasis on safety, compliance, and a customer-first approach.

Qualifications

• Knowledge of customer service principles and practices.
• Understanding of performance metrics and staffing requirements.
• Ability to lead a team and coordinate across departments.

Responsibilities

• Actively coordinate with all Departments to maintain the station's on-time performance, Employee morale, and Customer satisfaction.
• Respond to and resolve Customer questions, requests, or complaints.
• Oversee day-to-day airport operations to create a safe, secure, and compliant service-conscious environment; meet or exceed performance goals; assign and track Agents for training compliance.
• Coordinate with all Departments to maintain the Station's on-time performance; report status updates to leaders and employees.
• Drive performance processes by forecasting operational situations, monitoring results against metrics, and ensuring delay coding accuracy.
• Work with staff planning to build bids in line with department hourly goals.
• Perform administrative duties daily (shift bids, payroll, attendance), monitor staffing, and manage overtime usage.
• Ensure proper administration of labor contracts to minimize disputes.
• May perform other job duties as directed by leadership.

Skills

Customer service

Leadership

Conflict resolution

Scheduling

Communication

Job description

Southwest Airlines is seeking a Supervisor Customer Service in California to lead Customer Service Agents, Operations Agents, and Skycaps. You will ensure safe, on-time service, resolve customer issues, and communicate updates to the team.

The role requires coordinating across departments to maintain flight schedule and customer satisfaction. Responsibilities include staffing, shift planning, and performance monitoring, with emphasis on safety, compliance, and a customer-first approach.