Supervisor, Passenger Services

Jobtailor; Austin (TX); On-site; USD 42,000 - 66,000; Full time

Job summary

Jobtailor is seeking an experienced Passenger Service Supervisor to lead a team of passenger service agents in a fast-paced aviation environment at Austin-area airports.

You will ensure adherence to airline procedures, TSA rules, and safety protocols while coaching staff and resolving operational issues with colleagues across departments. A strong communication skillset and ability to work varied shifts are essential for success.

Qualifications

• High School Diploma or GED required.
• 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.
• Associate or Bachelor’s degree in Aviation, Business, or related field (preferred).
• Prior experience with a ground handling service provider (preferred).
• Knowledge of airline-specific policies and procedures (preferred).
• Experience handling irregular operations, customer escalations, or emergency response (preferred).
• Experience in bilingual or multilingual environments (preferred).

Responsibilities

• Supervise passenger service agents during check-in, boarding, baggage handling and arrival processes.
• Ensure compliance with airline procedures, 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.
• Complete required reports, incident documentation, and shift logs accurately and on time.
• 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

Verbal and written communication

Microsoft Office

Airline systems

Bilingual or multilingual

Education

High School Diploma or GED

Associate or Bachelor’s degree in Aviation or Business (preferred)

Tools

Airline systems

Job description

Responsibilities

• Supervise passenger service agents during check‑in, boarding, baggage handling and arrival processes
• 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
• Complete required reports, incident documentation, and shift logs accurately and on time
• 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
• Associate or Bachelor's degree in Aviation, Business, or related field (preferred)
• Prior experience working with a ground handling service provider (preferred)
• Knowledge of airline‑specific policies and procedures (preferred)
• Experience handling irregular operations, customer escalations, or emergency response (preferred)
• Bilingual or multilingual skills (preferred)