Airline Support Supervisor

About the role

The Airline Support Supervisor is responsible for leading and overseeing a team of Airline Support Specialists who provide crew accommodation and transportation support to our airline partners. This role ensures exceptional customer service, operational efficiency, and compliance with client Service Level Agreements (SLAs).

Responsibilities

• Supervise and support Airline Support Specialists to ensure efficient and effective customer service.
• Monitor daily operations to ensure crew hotel and transportation requests are processed accurately and timely.
• Serve as the primary escalation point for complex client, vendor, or operational issues.
• Maintain strong working relationships with airline partners and ensure client expectations are consistently met.
• Monitor workload distribution, productivity, and service levels across the team.
• Coach, mentor, and develop team members through regular feedback and performance discussions.
• Conduct quality reviews of employee work and customer interactions.
• Aid in onboarding, training, and continuous development of Airline Support Specialists.
• Provide performance metrics and operational reporting to management.
• Respond to irregular operations (IROPS) and support staffing and operational adjustments as needed.
• Cook up with hotels, transportation providers, and other vendors to support client needs and service recovery efforts.
• Identify opportunities to improve processes, service quality, and operational efficiency.
• Absorb scheduling and workforce planning to ensure appropriate coverage.
• Ensure compliance with company policies, client requirements, and operational procedures.
• Collaborate with internal departments to resolve service issues and improve client satisfaction.
• Support management with employee performance management and corrective action processes as needed.
• Perform additional duties as assigned.

Qualifications

• Minimum 2 years of supervisory or team lead experience preferred.
• Previous experience in airline operations, crew scheduling, crew accommodations, travel, hospitality, or customer service environments strongly preferred.
• Experience managing employee performance and coaching team members.
• Strong client relationship management experience.
• Proficiency in Microsoft Office Suite, including Excel.
• Experience working in a fast-paced operational environment.
• Knowledge of airline operations and irregular operations (IROPS) is preferred.
• Experience with reservation systems, hotel booking platforms, or travel technology is a plus.