Supervisor Customer Service - DEN

Overview

Our Company Promise:
We are committed to provide 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.

Want to lead a team that helps Customers every day? A Supervisor Customer Service at Southwest Airlines manages and supports Customer Service Agents, Operations Agents, and Skycaps. They ensure work is done safely and on time, help solve problems, and respond to Customer questions. Supervisors also monitor scheduling, training, and daily reports. They share important updates with the Team and work 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.

• 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 decisions; assign and track Agents for training compliance
• Coordinate with all Departments to maintain the Station s on-time performance and report status updates to leaders and employees
• Drive performance processes by forecasting operational situations, monitoring results against key metrics, and holding responsible parties accountable; review and ensure accurate delay coding
• Work with staff planning to build bids aligned with department hourly goals
• Perform administrative duties daily, such as building/closing shift bids, daily work assignments, payroll, attendance reports, and monitoring overtime
• Ensure proper administration of labor contracts or agreements and minimize labor disputes
• May perform other job duties as directed by Leaders

• Knowledge of principles and processes for providing customer and personal services, including needs assessment and customer satisfaction evaluation
• Knowledge of applicable Collective Bargaining Agreements and their applications
• Knowledge of business and management principles for strategic planning, resource allocation, leadership, production methods, and coordination of people and resources
• Knowledge of administrative and clerical procedures and systems
• Strong analytical and problem-solving abilities
• Ability to shift between multiple activities or information sources
• Ability to apply general rules to specific problems to produce sensible results
• Ability to recognize and address performance and safety concerns promptly
• Ability to ensure all equipment is maintained and available for the operation

• Fully functioning, broad knowledge in Airlines Operation Management and Customer Service

• Must be able to obtain a SIDA badge and meet local airport requirements
• Ability to obtain GSC qualification and comply with DOT drug and alcohol testing program
• May be required to obtain a Customs Seal and meet requirements to work on international flights

• Ability to work from a workstation/desk for extended periods
• Ability to communicate in English to meet job demands
• Ability to use a computer and office tools efficiently
• Ability to lift and move items of 70 pounds and frequently lift 40–50 pounds
• Ability to climb, bend, kneel, crawl, and stoop frequently
• Ability to work in conditions with potential exposure to noise, vibration, and inclement weather

• Maintain a well-groomed appearance per company guidelines
• U.S. citizenship or authorization to work in the United States
• Must be at least 18 years of age
• Adhere to company attendance standards
• Pay amount does not guarantee employment for any period
• 401(k) company match contributions vest per plan rules; profit-sharing contributions vest per Retirement Savings Plan

Southwest Airlines is an Equal Opportunity Employer.

Job Posting End Date: 01/26/2026