Passenger Experience Supervisor – Airport Operations

Primeflight-Aviation-5; Santa Rosa (CA); On-site; USD 32,000 - 34,000; Full time

Benefits offered by this job

401(k) with matching

Health insurance

Dental insurance

Vision insurance

Life insurance

Paid time off

Growth opportunities

Job summary

PrimeFlight Aviation Services, Inc. is seeking a Customer Service Supervisor at STS Airport in Santa Rosa, CA to lead a team delivering exceptional passenger handling and support across check-in and boarding, while ensuring compliance with airline policies and safety regulations.

You will train and develop agents, monitor performance, coordinate staff schedules, and work with multiple airport departments to resolve issues, optimize service, manage ticketing and reservations, and foster a culture

Qualifications

• 18 years of age or older
• Eligible to work in the United States
• Must have a valid state‑issued driver’s license with an acceptable driving record
• Communicate effectively in English (reading, writing, speaking)
• Minimum of 4 years of airport customer service experience
• Minimum of 2 years of leadership or supervisory experience
• Knowledge of the Aviation Industry
• Ability to access and interpret information in print and electronically, including the use of electronic devices including IPads/Tablets, Computers, and Mobile Devices
• Effectively communicate with colleagues and clients, both in-person and through electronic means
• Pass a background check and drug screen
• Eligibility to acquire needed credentials and clearances (FAA, TSA, Port Authority, U.S. Customs and U.S. Postal- as applicable)
• Airlines are 24/7, so we need our team members to be flexible to work various shifts including nights, weekends and holidays

Responsibilities

• Oversee the daily operations of the customer service team to ensure high-quality passenger assistance
• Monitor and evaluate the performance of customer service agents, providing feedback and coaching
• Address and resolve escalated customer complaints and issues effectively
• Train and mentor customer service staff in best practices and airport‑specific procedures
• Ensure team adherence to airline and airport policies, procedures, and service standards
• Coordinate staff schedules, breaks, and shift rotations to maintain optimal service levels
• Maintain up‑to‑date knowledge of flight information, gate assignments, and airport services
• Facilitate effective communication between customer service agents and other airport departments
• Manage ticketing and reservation systems, overseeing booking changes and upgrades
• Conduct regular team meetings to share updates, gather feedback, and discuss service improvements
• Prepare reports on customer service activities, incidents, and performance metrics
• Assist in the development and update of customer service manuals and training materials
• Foster a positive and collaborative work environment, encouraging teamwork and employee engagement
• Participate in recruiting and hiring new customer service staff
• Exemplify PrimeFlight customer service and safety standards
• Perform any additional duties as assigned by management

Skills

Customer service

Leadership

Communication

Aviation industry knowledge

Effective use of devices

Tools

IPads/Tablets

Job description

PrimeFlight Aviation Services, Inc. is seeking a Customer Service Supervisor at STS Airport in Santa Rosa, CA to lead a team delivering exceptional passenger handling and support across check-in and boarding, while ensuring compliance with airline policies and safety regulations.

You will train and develop agents, monitor performance, coordinate staff schedules, and work with multiple airport departments to resolve issues, optimize service, manage ticketing and reservations, and foster a culture