Ground Operations Team Lead – Customer Service

swa; Jacksonville (FL); On-site; USD 50,000 - 52,000; Full time

Benefits offered by this job

Free flights

401(k) match

STI bonus

Profit sharing

Health insurance

Health coverage from day 1

Job summary

Southwest Airlines is seeking a Supervisor Customer Service at Jacksonville International Airport to lead a team of Customer Service Agents, Operations Agents, and Skycaps. You will ensure safe, on-time service, resolve issues, and communicate updates to the team to maintain high customer satisfaction.

The role requires leadership, coordination across departments, and shift flexibility (early mornings, evenings, weekends, holidays). U.S. citizenship or work authorization is required.

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 create a safe, secure, and legally compliant service-conscious environment, Meet or exceed performance goals through effective decisions
• Assign and track Agents for training compliance
• Coordinate actively with all Departments to maintain the Station's on-time performance. Report status updates to leaders and employees consistently
• Drive performance processes by forecasting operational situations that may impact the operation, monitoring and achieving results against key metrics, and holding responsible parties accountable for results
• Work with staff planning to build bids that are in line with department's hourly goals
• Perform administrative duties daily, such as building of shift bids, closing bids, daily work assignments, daily payroll, and attendance reports, monitoring staffing in all areas and verifying that overtime is used properly
• Assure proper administration of labor contracts or agreements, emphasizing minimal

Job description

Southwest Airlines is seeking a Supervisor Customer Service at Jacksonville International Airport to lead a team of Customer Service Agents, Operations Agents, and Skycaps. You will ensure safe, on-time service, resolve issues, and communicate updates to the team to maintain high customer satisfaction.

The role requires leadership, coordination across departments, and shift flexibility (early mornings, evenings, weekends, holidays). U.S. citizenship or work authorization is required.