Customer Service Supervisor

Customer Service Agent Supervisor – Framingham, MA

Job Type: Full Time

Pay Information: Starting at $21/hour, $22/hour once training is completed

Location: Framingham, MA

About Us:

The Landline Company (landlineco.com) is an innovative ground transportation company that connects airline passengers to major airports through premium motorcoach service in partnership with airlines including American Airlines, Sun Country Airlines, and Air Canada.

In June, we are launching service between Framingham, MA and a and Boston Logan International Airport, allowing passengers to check in and transfer luggage seamlessly between our vehicles and partner flights.

The Role:

We’re seeking a Customer Service Supervisor to join our Framingham/Boston area team. In this role, you will oversee daily customer service operations, support frontline agents, and ensure a seamless passenger experience for customers traveling between Framingham and a major International Airport.

This position is responsible for supervising Customer Service Agents during assigned shifts, resolving complex customer issues, and ensuring operational procedures are followed for passenger check-in, boarding, and baggage handling.

Responsibilities:

• Supervise Customer Service Agents during assigned shifts and ensure adherence to operational procedures
• Provide leadership, coaching, and support to team members to ensure excellent customer service
• Assist customers with passenger check-in, boarding, and travel questions when needed
• Resolve escalated customer concerns in a professional and timely manner
• Ensure accurate entry of passenger information into reservation and airline systems
• Monitor passenger flow and boarding processes to maintain efficient operations
• Coordinate baggage handling and loading between Landline vehicles and baggage systems
• Communicate operational updates, delays, or service issues to team members and management
• Ensure compliance with company safety procedures and service standards
• Support training of new team members and assist with ongoing staff development
• Maintain knowledge of Landline’s products, services, and airline partner procedures
• Assist with shift scheduling and operational coverage as directed by station leadership
• All other duties as assigned

Qualifications:

• High School Diploma, GED, or equivalent education required
• 2 – 3 years of customer service experience required
• 1 year of leadership experience required
• Previous leadership, lead, or supervisory experience preferred
• Ability to pass a preemployment drug test including Marijuana and to participate in random drug and alcohol testing (this is a USDOT safety-sensitive position)
• Ability to pass a preemployment criminal background check to obtain a badge to access secure airport locations
• Ability to work holidays, with many shifts starting at 2:30 am until just after lunch time.
• Experience working with an airline Passenger Service System is preferred
• Ability to work a variety of shifts including nights, weekends and holidays
• Strong leadership and problem-solving skills
• Ability to build rapport with customers and support team members
• Ability to prioritize tasks and manage multiple responsibilities
• Positive attitude, strong work ethic, and professional demeanor
• Excellent written and verbal communication skills
• A willingness to learn new systems and remain flexible in challenging situations
• Valid driver's license and reliable personal transportation required
• Ability to lift up to 70 lbs

Shift:
This operation runs 7 days a week, including holidays, with many shifts starting at 2:30 am until just after lunch time.

Benefits:

• Medical, dental, and vision insurance
• 401(k) plan
• Paid time off
• Flight benefits through our airline partners
• Company-paid life insurance

Equal Opportunity Employer:

The Landline Company is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.

Work Location:

• Framingham, MA 01701

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Referral program
• Vision insurance

Application Question(s):

• Would you have open availability to start your shift at 2:30 am any day of the week (Sunday - Saturday)

Experience:

• Customer service: 1 year (Required)

Work Location: In person