Passenger Service Supervisor

Jobtailor; Sanford (FL); On-site; USD 42,000 - 65,000; Full time

Job summary

Jobtailor in Sanford, FL is seeking a Supervisor of Passenger Services to lead daily operations, ensure safety and customer-focused service, and support airline partners.

You will coach front-line agents, resolve escalated issues, coordinate with ramp and other departments, and help with training. The role requires 2+ years in passenger services and supervisory experience, with ability to work nights, weekends, and holidays.

Qualifications

• 2+ years of experience in passenger services or customer-service related field.
• 1+ year of supervisory or lead experience in an operational setting.
• Strong verbal and written communication skills.
• Ability to obtain and maintain required airport and airline security clearances.

Responsibilities

• Oversee daily passenger operations to ensure efficient, safe, and customer-focused service delivery.
• Lead a team of front-line agents, support airline partners, and resolve escalated issues.
• Ensure compliance with airline procedure, TSA regulations, and safety protocols.
• Provide on-the-spot coaching and support to agents to ensure service standards are met.
• Resolve customer complaints and operational issues in a timely and professional manner.
• Coordinate with airline representatives, ramp, and other departments to ensure smooth flight operations.
• Monitor staffing levels and adjust assignments based on flight schedules and operational needs.
• Support training and onboarding of new passenger service agents.
• Lead pre-shift briefings and communicate updates, policy changes, and safety alerts.
• Promote a positive and productive work environment, modeling excellent customer service and teamwork.

Skills

Passenger Operations Management

Customer Service

Issue Resolution

Staffing Coordination

Training and Onboarding

Education

High School Diploma or GED

Tools

Microsoft Office

Airline systems

Job description

• Oversee daily passenger operations to ensure efficient, safe, and customer-focused service delivery.
• Lead a team of front-line agents, support airline partners, and resolve escalated issues.
• Ensure compliance with airline procedure, TSA regulations, and safety protocols.
• Provide on-the-spot coaching and support to agents to ensure service standards are met.
• Resolve customer complaints and operational issues in a timely and professional manner.
• Coordinate with airline representatives, ramp, and other departments to ensure smooth flight operations.
• Monitor staffing levels and adjust assignments based on flight schedules and operational needs.
• Support training and onboarding of new passenger service agents.
• Lead pre-shift briefings and communicate updates, policy changes, and safety alerts.
• Promote a positive and productive work environment, modeling excellent customer service and teamwork.

Requirements

• High School Diploma or GED
• 2+ years of experience in passenger services or customer-service related field
• 1+ year of supervisory or lead experience in an operational setting
• Strong verbal and written communication skills
• Ability to work varied shifts, including nights, weekends, and holidays
• Proficient in Microsoft Office and airline systems
• Ability to obtain and maintain all required airport and airline security clearances
• Must be able to stand, walk, bend, and lift up to 50 pounds

Hard Skills

• Passenger Operations Management
• Customer Service
• Issue Resolution
• Staffing Coordination
• Training and Onboarding

Soft Skills

• Team Leadership
• Coaching
• Problem Solving
• Adaptability
• Positive Work Environment Promotion

Certifications & Qualifications

• Airport Security Clearance
• Airline Security Clearance