Customer Service Supervisor

Job Description

The Massachusetts Port Authority is Going Above and Beyond for your career. We are a dynamic organization that connects people and businesses to the global community by air, land, and sea. Our employees are essential in moving planes, cargo and cruise ships safely, efficiently and sustainably. We are an economic engine, managing real estate assets where people live, work, and play. Together, the properties we own and operate generate $20 billion for the region's economy.

Massport's Boston Logan International Airport (BOS) serves as a vibrant gateway to New England and beyond, seamlessly connecting global travelers and ensuring the satisfaction of millions. Driven by a steadfast commitment to safety and security, environmental stewardship, convenience, and exceptional customer service, we take pride in fostering meaningful connections between people, cultures, and opportunities. Through innovative collaboration, embracing sustainability, and serving as an economic catalyst for our communities, we cultivate a thriving and welcoming hub that fuels the growth and prosperity of our region.

ABOUT YOU
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.

*Click here for detailed job description

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.

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

*Click here for information on our comprehensive compensation and benefits package.