Customer Service Supervisor

Alstom; Hempfield Township (Westmoreland County); On-site; USD 82,000 - 90,000; Full time

Benefits offered by this job

Professional development

Inclusive culture

Global mobility

Job summary

Alstom Jamaica, NY seeks a Customer Service Supervisor to lead AirTrain Agents, ensuring safe, reliable service for every passenger. You will supervise station operations and trains, aligning with safety standards and customer satisfaction.

You will develop techniques to improve safety, reliability, and efficiency, monitor KPIs, coach staff, and coordinate responses to disruptions. This role offers growth within a global mobility leader and the chance to shape daily journeys.

Qualifications

• Proven ability to lead customer-focused teams and deliver high-quality service.
• Experience coaching and developing AirTrain Agents or similar frontline staff.
• Strong commitment to safety, reliability, and customer satisfaction.
• Ability to monitor KPIs and drive improvements through actionable insights.
• Willingness to coordinate responses to disruptions and emergencies.

Responsibilities

• Direct and supervise AirTrain Agents to deliver exceptional customer service on trains and in stations.
• Develop and implement operational techniques to ensure safety, reliability, and efficiency in field operations.
• Monitor daily KPIs and drive continuous improvement through corrective actions and business insights.
• Train, coach, and evaluate staff in technical and safety procedures, supporting their ongoing development.
• Coordinate responses to service disruptions, emergencies, and special events, ensuring customer and employee safety.

Skills

Customer leadership

Staff coaching

Operational excellence

Safety leadership

KPI monitoring

Staff development

Job description

At Alstom, we build what millions depend on daily - rail transportation systems that can't afford to fail. We're more than 85 000 people worldwide creating the industry's most diverse portfolio: high-speed trains, metros, trams, maintenance services and integrated systems.

More than a job: a mission

As a Customer Service Supervisor in Jamaica, NY, you will play a vital role in ensuring safe, reliable, and high-quality service for every passenger. Your leadership will directly impact the daily journeys of thousands, making public transportation seamless and secure for all.

Your role, Your impact

• Direct and supervise AirTrain Agents to deliver exceptional customer service on trains and in stations.
• Develop and implement operational techniques to ensure safety, reliability, and efficiency in field operations.
• Monitor daily KPIs and drive continuous improvement through corrective actions and business insights.
• Train, coach, and evaluate staff in technical and safety procedures, supporting their ongoing development.
• Coordinate responses to service disruptions, emergencies, and special events, ensuring customer and employee safety.

You’ll work with sharp, committed teams across engineering, operations, and design — solving complex challenges that shape the future of mobility. As Customer Service Supervisor, you will be at the heart of daily operations, ensuring every journey is safe and welcoming.

What You Bring

• Proven ability to build customer value through a customer-centric approach and sustainable relationships.
• Openness to change and courage in managing transformation and driving operational improvements.
• Experience in leading and developing high-performing teams, fostering a culture of growth and trust.
• Strong collaborative skills to engage diverse stakeholders and influence outcomes constructively.
• Commitment to delivering results, acting with ownership, and ensuring high-quality service delivery.

How success is measured

• Consistent achievement of safety, reliability, and customer service KPIs.
• Effective training, coaching, and development of AirTrain Agents and Station Ambassadors.
• Timely and efficient management of service disruptions and emergency situations.

Alstom, a great place to grow

• Opportunities for professional development and career advancement within a global leader in mobility.
• Inclusive, supportive teams that value diverse perspectives and continuous learning.
• Real-world impact—your work helps connect communities and shape the future of transportation

Annual Salary: $82,000 - $90,000

Here, progress isn't always easy — the scale is massive, the tasks are complex — but the impact is real.

Because when the system runs, the train moves, and the city connects — that feeling stays with you. And the legacy lasts.

An agile, inclusive and responsible culture is the foundation of our company where diverse people are offered excellent opportunities to grow, learn and advance in their careers. We are committed to encouraging our employees to reach their full potential, while valuing and respecting them as individuals.

Alstom is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, age, disability status, veteran status, or any other characteristic protected by Federal, National, or Local Laws.