Customer Service Supervisor

Customer Service Supervisor

As a Customer Service Supervisor (Bargaining Unit IAMAW, Lodge 264), you excel in dynamic, fast-paced settings where leadership, clarity, and service are critical. With a calm, confident presence, you lead teams effectively, communicate across departments, and make informed decisions that keep operations running smoothly. You're adaptable and detail-oriented, always anticipating needs, solving problems, and improving processes. Focused on both people and performance, you bring energy, accountability, and collaboration to every aspect of the traveler experience.

What you will do:

• Lead and support front-line staff by ensuring proper shift coverage, addressing procedural challenges, and onboarding new team members with the tools and knowledge they need to succeed.
• Manage passenger flow by analyzing traffic patterns, coordinating with airport partners, and delivering responsive, high-quality customer service throughout the terminals.
• Monitor terminal conditions, inspect facilities, report issues, and respond to on-the-ground needs to maintain a clean, safe, and efficient environment.
• Contribute to hiring and training efforts, keep information resources current, support special initiatives, and assist during emergencies as a key member of the response team.

What you offer:

• 3–5 years of customer service experience, with prior airport experience preferred.
• Strong leadership and communication skills, with the ability to motivate teams and convey information effectively across all levels.
• Demonstrated problem-solving abilities in fast-paced, customer-facing environments.
• Proficient in word processing and spreadsheet applications; familiarity with data and analytics preferred.

What we offer:

Collaboration with colleagues at all levels of leadership from all different disciplines, from Aviation to Maritime and beyond. Every day is different at Massport and the breadth of our impact on the Massachusetts region through our facilities provides many opportunities for our employees to grow, learn, and explore the many areas of our business. Our business is all about connecting. We support and take pride in the employees that make those connections possible each and every day.

What we believe in:

• Work/life balance
• Supporting the people and businesses of New England
• A supportive and inclusive culture
• Achieving results and having positive impact
• Opportunities for growth
• Being good neighbors in the communities we serve
• Providing a safe, healthy, and secure work environment
• Protecting the environment

We provide comprehensive compensation and benefits packages:

• Health, dental, vision, life insurance
• Disability insurance
• Flexible work arrangements
• Vacation time, sick time, personal days
• 12 holidays per year
• Massport Retirement Plan (Pension)
• Deferred Compensation Plan (457b) with employer match
• SMART Plan retirement plan advisor/financial planning
• Discounted MBTA passes
• Public service loan forgiveness program for federal student loans
• Professional development programs
• Mentorship program
• Adoption assistance
• Paid parental leave
• Employee assistance program
• Employee recognition programs
• Employee resource groups
• Flexible spending accounts
• Wellness programs
• Community engagement
• Volunteer opportunities
• On-site employee parking
• Bike racks
• Electric car charging stations
• Mother's suite for new/nursing mothers

Benefits may vary by position and/or location. For more information, please visit www.massport.com.

We are an equal opportunity employer and are committed to workforce diversity and inclusivity.