Customer Service Supervisor

Job Summary

The Customer Service Supervisor is responsible for overseeing frontline customer service operations and supporting a team of customer service agents. This role ensures that all internal and external communications align with company standards and client procedures. The position reports to the Customer Coordinators and plays a key role in supporting a 24/7 operation by ensuring adequate staffing coverage and operational efficiency.

Key responsibility

• Supervise daily passenger service operations at ticket counters, gates, and boarding areas, ensuring compliance with airline and airport procedures.
• Lead, coach, and support frontline agents to deliver safe, efficient, and high-quality customer service.
• Train and onboard new employees on company policies, systems, and service standards.
• Coordinate with ramp, operations, and airline partners to ensure on-time departures and smooth operations.
• Handle escalated customer issues, including delays, cancellations, and complex itineraries.
• Oversee check-in, ticketing, reservations, and baggage processes in line with airline policies.
• Verify passenger travel documents (passports, visas) for regulatory compliance.
• Communicate effectively via radio, phone, and in person to support operations.
• Monitor service performance, ensure customer satisfaction, and enforce team accountability.
• Complete reports, provide shift updates, and support additional operational needs as required.

Qualification

• High school diploma or equivalent required
• Demonstrated experience in customer service, preferably in a fast-paced or airport environment
• Ability to speak, read, and understand English in a professional setting
• Strong verbal and written communication skills
• Excellent organizational and time management skills with the ability to take initiative and follow through
• Ability to stand, lift, bend, push, and pull for extended periods
• Professional appearance and adherence to company grooming and uniform standards
• Ability to work a flexible schedule, including nights, weekends, and holidays
• Willingness to work additional hours on short notice, particularly during irregular operations

Physical requirements

The physical demands described here are representative of those required to successfully perform the essential functions of this role. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.

This position requires the ability to communicate clearly, hear and understand spoken instructions, stand for extended periods, lift up to 40 pounds, and respond effectively in emergency situations. A neat and professional appearance is required at all times.

EEOC

Grupo Eulen is an equal opportunity employer and will consider all applicants without regard to race, color, religion, creed, national origin or ancestry, ethnicity, sex (including gender, pregnancy, sexual orientation, and gender identity), age, physical or mental disability, citizenship, past, current, or prospective service in the uniformed services, genetic information, and all other protected classes recognized or any other characteristic protected under applicable federal, state, or local law