Customer Service & Frontline Team Lead

American Airlines; Concord (NH); Remote; USD 27,552 - 41,328; Full time

Benefits offered by this job

Travel perks

Health benefits from day one

Well-being program

401(k) after 365 days

Employee assistance program

Job summary

American Airlines in Concord, USA seeks a Customer Service Manager to drive operational excellence with a focus on safety and exceptional customer support. The role requires a Bachelor's degree and airport customer service background.

Responsibilities include leading frontline teams, managing shifts, and ensuring compliance with union agreements while delivering key performance metrics and high-quality service.

Qualifications

• High school diploma or GED equivalency.
• Pre-existing airport customer service experience.
• Minimum 2 years of leadership experience.
• Knowledge of agency rules, regulations, and practical applications.
• Strong communication, critical thinking, and decision-making skills.
• Ability to work independently and collaboratively, under pressure, and prioritize tasks.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
• USPS clearance or eligibility to obtain USPS clearance (five-year U.S. residency requirement).
• Capability to work rotating shifts.

Responsibilities

• Drive operational excellence while maintaining a safety-conscious environment that delivers excellent customer support.
• Lead, engage, train, and develop the front-line team to ensure secure, high-quality operations.
• Maintain ongoing safety and reliability of operations through self-audits, observations, root-cause investigations, and related safety activities.
• Set group and individual objectives aligned with goals; coach frontline staff in skills and culture.
• Promote effective verbal communication across departments to enable collaboration.
• Manage escalated service issues and remain visible to the team during issues.
• Deliver key company and local metrics to frontline leaders efficiently.
• Apply union settlement regulations and collective bargaining agreements in daily interactions with frontline crew and local union leaders.
• Manage shifts, including weekends, holidays, and days off, and support operational needs.
• Lead team in fostering an environment of respect, empathy, accountability, and core values.

Skills

Leadership

Communication

Decision making

Critical thinking

Teamwork

Prioritization

Education

Bachelor's degree

Tools

Microsoft Office

Excel

PowerPoint

Outlook

Job description

American Airlines in Concord, USA seeks a Customer Service Manager to drive operational excellence with a focus on safety and exceptional customer support. The role requires a Bachelor's degree and airport customer service background.

Responsibilities include leading frontline teams, managing shifts, and ensuring compliance with union agreements while delivering key performance metrics and high-quality service.