Customer Service Ramp Supervisor

Tradewind Aviation LLC • San Juan, PR

6d • Onsite

About The Position

Tradewind Aviation is seeking a polished, service-focused supervisor to lead front-of-house operations at its San Juan station. The hands-on role 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 supervisor directs daily assignments, coaches customer service staff, resolves escalated passenger concerns, and coordinates with Operations, Dispatch, Flight Crews, Ramp, Security, CBP personnel, FBO partners, vendors, and station leadership. The role ensures customer interactions meet the company’s premium service standards while complying with company procedures, security requirements, regulatory obligations, and on-time performance objectives.

The position involves supervising check-in, lounge service, passenger assistance, boarding and deplaning, international passenger escorting, VIP and charter arrangements, and communication during disruptions. The supervisor also maintains accurate records, trains and evaluates personnel, verifies required qualifications, and manages customer service equipment and supplies. Work takes place in a fast-paced airport environment and requires schedule flexibility based on flight activity and operational needs.

Requirements

• High school diploma or equivalent.
• At least 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 the 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 ability to prioritize multiple flights and customer needs while maintaining attention to detail.
• Polished, calm, and discreet communication style and ability to serve premium, VIP, charter, and international passengers professionally.
• Professional fluency in English and Spanish.
• 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 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.
• Ability to stand and walk for extended periods in ticket counter, lounge, boarding, FBO, vehicle, and CBP/FIS settings.
• 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 and 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.

Nice To Haves

• Additional education in aviation, hospitality, tourism, business, customer service, or a related discipline.

Responsibilities

• Lead daily customer service operations for scheduled flights, private charters, VIP movements, and irregular operations; assign personnel and confirm coverage at customer touchpoints.
• Conduct shift briefings and communicate with operational teams and station leadership about passenger counts, special requests, charter requirements, delays, gate changes, and priorities.
• Supervise ticket counter activities, including check-in, travel-document review, reservation support, baggage acceptance and weight verification, seat and manifest accuracy, payment collection when applicable, and counter closure.
• Ensure agents consistently apply company policies and the Contract of Carriage when handling baggage, deadlines, denied travel, passengers requiring assistance, unaccompanied minors, pets, service animals, and other special situations.
• Oversee lounge readiness and service standards, including cleanliness, presentation, food and beverages, supplies, technology, passenger communications, announcements, and the premium-service environment.
• Maintain an active presence in customer areas, greet passengers, anticipate needs, resolve concerns, and ensure smooth handoffs from check-in through boarding and arrival.
• Coordinate CBP/FIS escorting for international arrivals and departures and ensure passengers, crew, baggage, and authorized personnel follow required routes and comply with access and security requirements.
• Confirm escort coverage, credentials, transportation, staging locations, and communication plans before international movements; escalate delays, access issues, passenger separation, and procedural deviations.
• Lead VIP and meet-and-greet services, including advance planning, reception, curbside or FBO coordination, baggage assistance, lounge hosting, transportation handoff, and personalized communication.
• Coordinate customer-facing requirements for private charters, including manifests, arrival instructions, catering and amenities, special requests, FBO access, transportation, baggage coordination, and communications with charter representatives.
• Supervise boarding and deplaning, including passenger reconciliation, final manifest confirmation, orderly movement to and from vehicles or aircraft, safety briefings, and coordination with Ramp and Flight Crews.
• Monitor flight activity and communicate delays, cancellations, diversions, weather impacts, misconnections, and recovery options to passengers.
• Own escalated customer issues, service recovery, complaints, and special situations; document facts, coordinate solutions, and notify station leadership when financial, safety, security, or reputational risk exists.
• Ensure accurate completion of 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 systems, procedures, lounge standards, 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 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 unsafe activity, security concerns, incorrect manifests, travel-document issues, passenger-handling concerns, access violations, or procedural deviations, and resume only after proper review and authorization.

Benefits

• 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
• Career path with opportunities for growth and advancement throughout the organization

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED