Airport Customer Service Team Lead

Southwest Airlines Co.; Boston (MA); On-site; USD 50,000 - 52,000; Full time

Benefits offered by this job

Fly for free for you and eligible depe

401(k) Company match up to 9.3%

3% STI bonus

Profit-sharing potential

Health insurance for you and depend

Job summary

Southwest Airlines is seeking a Supervisor Customer Service in Boston to lead Customer Service Agents, Operations Agents, and Skycaps, ensuring safe, on-time service and responsive problem-solving for customers.

You will monitor scheduling, training, and daily reports, and collaborate with Airport Operations to keep flights on schedule. A strong leader with people management skills will thrive in this role at Southwest.

Qualifications

• Leadership and people management experience in a service environment.
• Strong customer service mindset with problem-solving skills.
• Ability to coordinate shifts and schedules across teams.
• Knowledge of safety and operational procedures in a transportation hub.

Responsibilities

• Coordinate with departments to maintain on-time performance and morale.
• Respond to customer questions and resolve complaints.
• Oversee day-to-day airport operations to ensure safety and compliance.
• Manage shift bids, daily work assignments, payroll, and attendance reports.
• Forecast operational situations and monitor performance against key metrics.
• Collaborate with planning to align bids with hourly goals.
• Ensure labor contracts are administered with minimal disputes.
• May perform additional duties as directed by leadership.

Skills

Leadership

People management

Customer service

Problem solving

Shift coordination

Scheduling

Job description

Southwest Airlines is seeking a Supervisor Customer Service in Boston to lead Customer Service Agents, Operations Agents, and Skycaps, ensuring safe, on-time service and responsive problem-solving for customers.

You will monitor scheduling, training, and daily reports, and collaborate with Airport Operations to keep flights on schedule. A strong leader with people management skills will thrive in this role at Southwest.