Aviation Customer Service Supervisor — Lead & Grow Team

PrimeFlight Aviation Services; Charlotte (NC); On-site; USD 23,000 - 32,000; Full time

Benefits offered by this job

401(k) with matching

Health insurance

Dental insurance

Vision insurance

Life insurance

Paid time off

Growth opportunities

Job summary

PrimeFlight Aviation Services is seeking a Customer Service Supervisor to lead a team of agents, oversee check-in and boarding support, and ensure passenger satisfaction while enforcing airline policies and safety standards.

You will train, coach, and monitor performance, coordinate schedules, and collaborate with airport departments to resolve issues. The role requires 5 years in customer service and 2 years in lead roles, with FAA/TSA eligibility and flexibility for shifts.

Qualifications

• 5 years of customer service experience
• 2 years of Customer Service Lead
• Knowledge of the Aviation Industry
• Ability to communicate effectively in English
• Must be legally authorized to work in the United States
• Flexible to work various shifts including nights, weekends and holidays

Responsibilities

• 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 PrimeFlight customer service and safety standards
• Perform any additional duties as assigned by management

Skills

Customer service

Leadership

English communication

Aviation knowledge

Job description

PrimeFlight Aviation Services is seeking a Customer Service Supervisor to lead a team of agents, oversee check-in and boarding support, and ensure passenger satisfaction while enforcing airline policies and safety standards.

You will train, coach, and monitor performance, coordinate schedules, and collaborate with airport departments to resolve issues. The role requires 5 years in customer service and 2 years in lead roles, with FAA/TSA eligibility and flexibility for shifts.