Ground Operations: Customer Service Supervisor

swa; Boston (MA); On-site; USD 50,000 - 52,000; Full time

Benefits offered by this job

Flight benefits for employee and many/

401(k) with Company match

STI bonus potential

Profit sharing potential

Health insurance

Immediate health plan eligibility

Job summary

Southwest Airlines is seeking a Supervisor Customer Service to lead Customer Service Agents, Operations Agents, and Skycaps, ensuring safe, on‑time service and high customer satisfaction at BOS. The role requires coordinating with departments, mentoring staff, and maintaining performance metrics in a dynamic airport environment.

Lead with a focus on inclusion, safety, and operational excellence while managing shifts, training, and daily reports to support smooth station operations and strong

Qualifications

• Experience leading customer service teams in a fast-paced environment.
• Strong communication and problem-solving skills.
• Ability to guide and motivate staff to deliver safe, friendly, on-time service.

Responsibilities

• Actively coordinate with all Departments to maintain the station's on-time performance, employee morale, and customer satisfaction.
• Respond to and resolve customer questions, requests, or complaints.
• Oversee day-to-day airport operations to ensure safety, security, and compliance with labor contracts.
• Forecast operational situations and monitor key performance metrics to meet targets.
• Build shift bids with staff planning and manage daily payroll and attendance reporting.

Skills

Leadership

Customer service

Communication

Team supervision

Scheduling

Job description

Southwest Airlines is seeking a Supervisor Customer Service to lead Customer Service Agents, Operations Agents, and Skycaps, ensuring safe, on‑time service and high customer satisfaction at BOS. The role requires coordinating with departments, mentoring staff, and maintaining performance metrics in a dynamic airport environment.

Lead with a focus on inclusion, safety, and operational excellence while managing shifts, training, and daily reports to support smooth station operations and strong