Supervisor Customer Service - DAL

Job Description

We are committed to providing our employees a stable work environment with equal opportunity for learning and personal growth. Creativity and innovation are encouraged for improving the effectiveness of Southwest Airlines. Above all, employees will be provided the same concern, respect, and caring attitude within the organization that they are expected to share externally with every Southwest Customer.

Southwest Airlines will consider your interest for this position if you are currently a resident of the State of Texas.

Southwest Airlines will not consider your interest for this position if you have been interviewed by phone, virtually, and/or in person and not selected for the Supervisor Customer Service position at DAL within the last 12 months.

Pay: $34.94 to $36.39 per hour, depending on qualifications and experience. Opportunities for overtime and shift premiums. Additional bonus opportunities available for eligible leadership and individual contributor roles at the discretion of the Company.

• Fly for free, as a privilege, on any open seat on all Southwest flights (eligible dependents too)
• Southwest will help fund your Retirement Savings Plan, which includes a dollar‑for‑dollar 401(k) Company match contribution of up to 9.3% of your eligible earnings
• Potential for annual profit‑sharing contribution in the Southwest Retirement Savings Plan—when Southwest profits, you profit
• Competitive health insurance for you and your eligible dependents
• Health plan coverage options that start from the very first day of employment. You have 30 days to select and enroll, and coverage is retroactive to your first day.
• Explore more benefits:

A Supervisor Customer Service manages and supports Customer Service Agents, Operations Agents, and Skycaps to ensure work is done safely and on time, solves problems, and responds to customer questions. Supervisors also monitor scheduling, training, and daily reports, share updates with the team, and collaborate with other Airport Operations Teams to keep flights on schedule and customers happy. This role is ideal for someone who enjoys leading people and helping Southwest deliver safe, friendly, and on‑time service each day.

Assigned shifts based on seniority. Shift times may include early mornings, late evenings, weekends, and holidays.

U.S. citizenship or current authorization to work in the U.S. required; no current or future work‑authorization sponsorship available.

We’re committed to fair hiring practices and to making employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, military or veteran status, disability, genetic information, or other legally protected characteristics.

• Guide and lead team members using SWA talent management practices to coach, develop, and engage employees
• Adhere to Company values and competencies to foster a culture of inclusion, recognition, and a safe work environment
• Invest in leadership and self‑growth through continuous learning and development

• Actively coordinate with all departments to maintain the station’s on‑time performance, employee morale, and customer satisfaction
• Respond to and resolve customer questions, requests, or complaints
• Oversee day‑to‑day airport operations to create a safe, secure, and legally compliant service‑conscious environment
• Meet or exceed performance goals through effective decision making, assign and track agents for training compliance
• Coordinate actively with all departments and report status updates to leaders and employees consistently
• Drive performance processes by forecasting operational situations that may impact the operation, monitoring and achieving results against key metrics, holding responsible parties accountable for results, and reviewing and ensuring accurate delay coding
• Work with staff planning to build bids that align with department’s hourly goals
• Perform administrative duties daily, such as building of shift bids, closing bids, daily work assignments,…