Customer Service Supervisor

Alstom; Hempfield Township (Westmoreland County); On-site; USD 54,000 - 90,000; Full time

Job summary

Alstom, a global leader in mobility, seeks a Customer Service Supervisor in Jamaica, NY to lead AirTrain Agents and station teams, ensuring safety, reliability, and exceptional passenger service.

You will develop operational techniques, monitor daily KPIs, coach staff, and coordinate responses to service disruptions, emergencies, and events to keep passengers safe and journeys smooth.

Qualifications

• Proven ability to lead and develop high-performing teams in a customer-facing environment.
• A track record of driving operational improvements and safety-first practices.
• Strong collaboration with cross-functional stakeholders to deliver consistent service quality.
• Experience supervising frontline staff and coaching for performance.
• Commitment to delivering reliable, high-quality passenger service.

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 service leadership

Team development

Stakeholder collaboration

Operational improvement

Safety focus

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.