Passenger Service Supervisor

Job Summary

The Bilingual Passenger Service Supervisor oversees daily passenger operations to ensure efficient, safe, and customer-focused service delivery. The role leads a team of front-line agents, supports airline partners, and resolves escalated issues while maintaining compliance with all regulatory and company standards.

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
• Cookordination 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

• Fluency in English and Spanish required
• 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

Preferred Skills

• Associate or Bachelor's degree in Aviation, Business, or related field
• Prior experience working with a ground handling service provider
• Knowledge of airline-specific policies and procedures
• Experience handling irregular operations, customer escalations, or emergency response
• Bilingual or multilingual skills

Physical Requirements/Working Conditions

• Ability to lift 70 pounds
• Ability to handle stress
• Work in a high noise level environment
• Work with minimal supervision

Compensation

$24.00 an hour

Application Instructions

Please see other available roles using the link below if you are not fluent in both English and Spanish.

Perks & Benefits

• Access to DailyPay app for pay in advance
• On-the-spot awards through the Awardco Platform
• Multiple options for quality medical care
• Travel discounts, pet insurance, discount shopping, and more through WFS Employee Extras
• Wellness programs offered to all employees
• 401k program offered
• Opportunity for internal mobility and transfers