Airline Support Supervisor-Texas

About the Role

The Airline Support Supervisor at Accommodations Plus International (API) leads a team of Airline Support Specialists, ensuring exceptional customer service, operational efficiency, and compliance with client Service Level Agreements (SLAs). This role serves as the primary escalation point for operational challenges, supports employee development, and collaborates with airline partners and internal teams to deliver crew accommodation services.

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.
• Assist with 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.
• Coordinate 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.
• Assist with 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.

Competencies

• Strong leadership and team-building skills.
• Excellent customer service orientation.
• Strong judgment and decision-making abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Effective problem-solving and conflict-resolution skills.
• Exceptional verbal, written, and interpersonal communication skills.
• Strong organizational and time-management abilities.
• Attention to detail and commitment to accuracy.
• Ability to build and maintain strong client and vendor relationships.
• Adaptability within a 24/7 operational environment.
• Proficiency with Microsoft Office and operational technology systems.

Required Experience and 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.

Pay

The good faith compensation rate for this position is $27.00 USD per hour. Actual compensation may vary based on experience, qualifications, skills, and business needs.

Work Environment

This position operates in a professional office environment and routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.

Physical Demands

The employee is regularly required to talk or hear, frequently required to stand, walk, use hands to finger, handle or feel, and reach with hands and arms.

Note: This role is a full-time, non-exempt position located on-site in Fort Worth, Texas, with flexible scheduling that may include evenings, weekends, holidays, overtime, and on-call support.