Customer Service Ramp Supervisor

Description

Tradewind Aviation is a leading Part 135 commuter and on-demand private charter operator with operational bases at the Waterbury/Oxford, CT (OXC), Westchester, NY (HPN) and San Juan, PR (SJU) airports. Founded by aviation enthusiasts in 2001 on the premise that all flights deserve the highest quality aircraft, crew, and service, Tradewind provides personal air travel—both private and scheduled service—throughout North America and the Caribbean.

For more details visit www.flytradewind.com

ABOUT THE CANDIDATE / ROLE

Tradewind Aviation is seeking a polished, service-focused Customer Service Supervisor to lead front-of-house operations at its San Juan Station. This hands-on leader is accountable for the safe, accurate, and seamless delivery of scheduled and charter passenger services across the ticket counter, lounge, boarding process, CBP/FIS escorting, VIP handling, and irregular operations. The Customer Service Supervisor directs daily assignments, coaches the customer service team, resolves escalated passenger concerns, and maintains close coordination with Operations, Dispatch, Flight Crews, Ramp, Security, CBP personnel, FBO partners, vendors, and station leadership. The role ensures every customer interaction reflects Tradewind’s premium service standards while meeting company procedures, security requirements, regulatory obligations, and on-time performance objectives.

ESSENTIAL FUNCTIONS

• Lead daily customer service operations for scheduled flights, private charters, VIP movements, and irregular operations, using the Daily Sheet and operational updates to assign personnel and confirm coverage at the ticket counter, lounge, boarding area, CBP/FIS, and other customer touchpoints.

• Conduct shift briefings and maintain continuous communication with Operations, Dispatch, Flight Crews, Ramp, Security, and station leadership regarding passenger counts, special-service requests, charter requirements, delays, gate changes, and operational priorities.

• Supervise ticket counter activities, including passenger check-in, identification and travel-document review, reservation support, baggage acceptance, baggage-weight verification, seat and manifest accuracy, payment collection when applicable, and timely counter closure.

• Ensure agents consistently apply company policies and the Contract of Carriage when handling baggage, check-in deadlines, denied travel, passengers requiring assistance, unaccompanied minors, pets, service animals, and other special-service situations.

• Oversee lounge readiness and service standards, including cleanliness, presentation, food and beverage availability, supplies, technology, passenger communications, boarding announcements, and a professional premium-service environment.

• Maintain an active presence in the lounge and customer areas, greet passengers, anticipate needs, resolve concerns promptly, and ensure smooth handoffs from check-in through boarding and arrival.

• Coordinate CBP/FIS escorting for international arrivals and departures, ensuring passengers, crew, baggage, and authorized personnel follow required routes, remain within controlled areas, and comply with CBP, airport, security, and access-control requirements.

• Confirm CBP escort coverage, credentials, transportation, staging locations, and communication plans before each international movement; immediately escalate delays, access issues, passenger separation, or procedural deviations.

• Lead VIP and meet-and-greet services, including advance planning, discreet reception, curbside or FBO coordination, baggage assistance, lounge hosting, ground transportation handoff, special requests, and personalized communication.

• Coordinate customer-facing requirements for private charters, including passenger manifests, arrival instructions, catering and amenities, special requests, FBO access, ground transportation, baggage handling coordination, and communication with charter representatives.

• Supervise boarding and deplaning processes, including passenger reconciliation, final manifest confirmation, orderly movement to and from company vehicles or aircraft, safety briefings, and coordination with Ramp and Flight Crews.

• Monitor flight activity and proactively communicate delays, cancellations, diversions, weather impacts, misconnections, and recovery options to passengers using clear, accurate, and professional language.

• Take ownership of escalated customer issues, service recovery, complaints, and special situations; document the facts, coordinate appropriate solutions, and notify station leadership when financial, safety, security, or reputational risk exists.

• Ensure accurate completion of passenger manifests, check-in records, baggage documentation, charter service notes, incident reports, shift logs, cash or payment records, and turnover communications.

• Train, coach, schedule, and evaluate customer service personnel on reservations and check-in systems, ticket counter procedures, lounge standards, CBP escorting, VIP protocols, charter support, passenger assistance, safety, security, and professional communication.

• Verify that customer service personnel maintain required SIDA, CBP, airport, security, system, and company qualifications before independent assignment.

• Inspect and control customer service workspaces, radios, keys, tablets, printers, payment devices, vehicles, lounge inventory, and supplies; report defects and coordinate replenishment, repair, replacement, and secure storage.

• Stop or escalate any activity involving an unsafe condition, security concern, incorrect manifest, travel-document issue, passenger-handling concern, access violation, or procedural deviation, and resume only after proper review and authorization.

Requirements

 REQUIRED QUALIFICATIONS

• High school diploma or equivalent required; additional education in aviation, hospitality, tourism, business, customer service, or a related discipline preferred.

• Minimum of two years of airline, airport, FBO, premium hospitality, or customer service experience, including supervisory or team-lead responsibility in a fast-paced environment.

• Demonstrated experience with passenger check-in, reservations, ticket counter procedures, baggage acceptance, boarding, lounge operations, VIP service, or charter support.

• Working knowledge of passenger manifests, travel-document review, special-service requests, service recovery, airport security, access control, and international passenger-processing requirements.

• Ability to learn and apply Tradewind’s Contract of Carriage, customer service procedures, station SOPs, charter requirements, CBP escort procedures, safety instructions, and operational checklists.

• Strong leadership, organization, situational awareness, sound judgment, and the ability to prioritize multiple flights and customer needs while maintaining attention to detail.

• Polished, calm, and discreet communication style with the ability to serve premium, VIP, charter, and international passengers professionally.

• Professional fluency in English and Spanish required.

• Proficiency with email, radios, mobile communication tools, reservation and check-in systems, payment devices, and operational reporting systems.

• Availability to work rotating shifts, early mornings, nights, weekends, holidays, and extended hours based on scheduled service, charter activity, weather, and irregular operations.

• Valid driver’s license with an acceptable driving record and ability to obtain and maintain SIDA, CBP access, and other required airport credentials.

• Ability to complete required background screening and safety-sensitive drug and alcohol testing.

PHYSICAL REQUIREMENTS

• Ability to stand and walk for extended periods while supporting the ticket counter, lounge, boarding areas, FBO locations, vehicles, and CBP/FIS facilities.

• Ability to lift, carry, push, or pull baggage, lounge supplies, and customer service equipment weighing up to 50 pounds, with assistance when required.

• Ability to operate company vehicles, radios, computers, printers, payment devices, and other customer service equipment after required training and authorization.

• Ability to escort passengers through indoor and outdoor airport environments and work near operating aircraft, vehicles, noise, and changing weather conditions.

WORKING CONDITIONS

• Fast-paced airport environment involving frequent interaction with passengers, flight crews, government authorities, vendors, and internal operational teams.

• Work is performed primarily at the ticket counter, passenger lounge, boarding areas, CBP/FIS facilities, FBOs, curbside locations, and other customer-facing areas, with periodic exposure to ramp conditions.

• Schedule flexibility is required based on flight activity, international arrivals, VIP and charter movements, weather, operational disruptions, and staffing needs.

Tradewind Aviation offers a competitive pay and benefits program for full-time team members:

• Comprehensive health and voluntary insurance plans
• Retirement plan with company match
• Paid time off
• Standby travel on select Tradewind Aviation scheduled flights
• Discounted standby travel benefits on numerous major and regional US and international airlines
• A rewarding career path with opportunities for growth and advancement throughout the organization