Airport Customer Service Supervisor

Landline Company; Santa Rosa (CA); On-site; USD 63,370,000 - 67,502,000; Full time

Benefits offered by this job

10 days PTO

Flight perks with Air Canada and Sun &

Company benefits up to 10,000

Medical/dental/vision insurance

Employee Assistance Program

HSA & FSA

Job summary

The Landline Company in Santa Rosa, CA is seeking a Customer Service Supervisor to oversee daily airport client operations and support frontline agents, ensuring a seamless passenger experience for travelers between Sonoma County and San Francisco.

This role leads a team, handles complex customer issues, trains new staff, and ensures adherence to safety and airline procedures while maintaining high service standards.

Qualifications

• 2–3 years of customer service experience
• 1 year of leadership experience
• FAA safety-sensitive position requires ability to pass drug test and background check
• Ability to work holidays and off-hours including 2:30 am shifts
• Experience with airline systems is preferred

Responsibilities

• Supervise Customer Service Agents during assigned shifts and ensure adherence to operational procedures
• Provide leadership, coaching, and support to team members to ensure excellent customer service
• Assist customers with passenger check-in, boarding, and travel questions when needed
• Resolve escalated customer concerns in a professional and timely manner
• Ensure accurate entry of passenger information into reservation and airline systems
• Monitor passenger flow and boarding processes to maintain efficient operations
• Coordinate baggage handling and loading between Landline vehicles and baggage systems
• Communicate operational updates, delays, or service issues to team members and management
• Ensure compliance with company safety procedures and service standards
• Support training of new team members and assist with ongoing staff development
• Maintain knowledge of Landline’s products, services, and airline partner procedures
• Assist with shift scheduling and operational coverage as directed by station leadership
• Complete required vehicle preparation, security, and documentation procedures accurately
• Coordinate passenger, baggage, and vehicle readiness activities to support safe and on-time departures
• All other duties as assigned

Skills

Customer service

Leadership

Communication

Problem-solving

Education

High School Diploma or GED

Tools

Passenger Service System

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Customer Service Supervisor

Full Time Santa Rosa, CA, US

Job Type: Full Time

Rate: $23

The Landline Company

2200 Airport Blvd, Santa Rosa, CA 95403

About Us: The Landline Company (landlineco.com) is an innovative ground transportation company that connects airline passengers to major airports through premium motorcoach service in partnership with airlines including American Airlines, Sun Country, Delta, Jet Blue, and Air Canada.

We are launching service between Sonoma County/Santa Rosa and the San Francisco, allowing passengers to check in and transfer luggage seamlessly between our vehicles and partner flights.

The Role: We’re seeking a Customer Service Supervisor to join our Airport team. In this role, you will oversee daily customer service operations, support frontline agents, and ensure a seamless passenger experience for customers traveling between Sonoma County and SF.

This position is responsible for supervising Customer Service Agents during assigned shifts, resolving complex customer issues, and ensuring operational procedures are followed for passenger check-in, boarding, and baggage handling.

Responsibilities:

• Supervise Customer Service Agents during assigned shifts and ensure adherence to operational procedures
• Provide leadership, coaching, and support to team members to ensure excellent customer service
• Assistcustomers with passenger check-in, boarding, and travel questions when needed
• Resolve escalated customer concerns in a professional andtimelymanner
• Ensureaccurateentry of passenger information into reservation and airline systems
• Monitor passenger flow and boarding processes tomaintainefficient operations
• Coordinate baggage handling and loading between Landline vehicles and baggage systems
• Communicate operational updates, delays, or service issues to team members and management
• Ensure compliance with company safety procedures and service standards
• Support training of new team members andassistwith ongoing staff development
• Maintain knowledge of Landline’s products, services, and airline partner procedures
• Assistwith shift scheduling and operational coverage as directed by station leadership
• Complete required vehicle preparation, security, and documentation procedures accurately andin accordance withestablished policies and airport requirements
• Coordinate passenger, baggage, and vehicle readiness activities to support safe and on-time departures
• All other duties as assigned

What We’re Looking For:

• High School Diploma, GED, or equivalent educationrequired
• 2 – 3 years of customer service experiencerequired
• 1 year of leadership experiencerequired
• Previousleadership, lead, or supervisory experience preferred
• Ability to pass a preemployment drug test including Marijuana and toparticipatein random drug and alcoholtesting(this is anFAA safety-sensitive position)
• Ability to pass a preemployment criminal background check to obtain a badge to access secure airport locations
• Ability to work holidays, with many shifts starting at 2:30 am until just after lunch time.
• Experience working with an airline Passenger Service System is preferred
• Ability to work a variety of shifts including nights,weekendsand holidays
• Strong leadership and problem-solving skills
• Ability to build rapport with customers and support team members
• Ability to prioritize tasks and manage multiple responsibilities
• Positive attitude, strong work ethic, and professional demeanor
• Excellent written and verbal communication skills with attention to detail
• A willingness to learn new systems and remain flexible in challenging situations
• Valid driver’s license and reliable personal transportationrequired
• Ability to lift up to 70 lbs

Shift: This operation runs 7 days a week, including holidays, with shifts starting at 4:00 AM until around 10:00 PM.

The Landline Company is an Equal Opportunity Employer.

We are an equal opportunity employer and consider all qualified applicants equally without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status.

• 10 dayspaid time off (PTO)
• Flightperkswith Air Canada and Sun Country Airlines for employees and eligible family members
• Up to $10,000/year in company-paid benefits
• Insurance: medical, dental, vision, short term/long term disability, company-paid life, pet, hospital indemnity, critical illness, supplemental life, and accident coverage
• Employee Assistance Program
• Health Savings Account (HSA) and Flexible Spending Account (FSA)