Ground Operations Supervisor: Lead Customer Service

swa; Charlotte (NC); On-site; USD 50,000 - 52,000; Full time

Benefits offered by this job

Flight benefits

401(k) with company match

Profit sharing

Health insurance

Career development

Job summary

Southwest Airlines is seeking a Supervisor Customer Service in Charlotte, NC to lead a team of Customer Service Agents, Operations Agents, and Skycaps. You will ensure safe, on-time service, solve issues, and communicate updates to the team daily.

The role requires guiding shifts based on seniority, managing scheduling, training, and performance reporting while maintaining a high standard of customer care and operational excellence.

Qualifications

• Must be a U.S. citizen or authorized to work in the U.S.
• Experience leading customer service teams preferred.

Responsibilities

• 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 create a safe, secure, and compliant service-conscious environment; meet or exceed performance goals; assign and track training.
• Coordinate with all departments to maintain the station's on-time performance; report status updates to leaders and employees.
• Drive performance by forecasting operational situations and monitoring key metrics; hold responsible parties accountable for results.
• Work with staff planning to build bids in line with department hourly goals.
• Perform administrative duties daily: shift bids, payroll, attendance reports; monitor overtime.
• Assure proper administration of labor contracts or agreements.

Skills

Team leadership

Customer service

Job description

Southwest Airlines is seeking a Supervisor Customer Service in Charlotte, NC to lead a team of Customer Service Agents, Operations Agents, and Skycaps. You will ensure safe, on-time service, solve issues, and communicate updates to the team daily.

The role requires guiding shifts based on seniority, managing scheduling, training, and performance reporting while maintaining a high standard of customer care and operational excellence.