CUSTOMER SUPPORT SUPERVISOR – AIRLINE OPERATIONS

About the Role BOT Group LLC is seeking an experienced Customer Support Supervisor. You will ensure smooth daily operations, maintain service quality, and manage escalations related to reservations, schedule changes, disruptions (IROPS), and passenger inquiries. What You’ll Do: • Lead and support a team of customer service agents handling phone, chat, and email interactions • Monitor daily performance, schedules, adherence, and attendance • Handle escalations and complex passenger cases with professionalism • Ensure agents follow airline policies, service procedures, and compliance standards • Deliver daily/weekly performance reports • Conduct coaching sessions and drive improvement in CSAT, QA, and AHT • Coordinate staffing for peak periods, weather events, and IROPS • Collaborate with internal leadership to ensure seamless client support Qualifications: • 2+ years in a supervisory, lead, or senior agent role • Airline, travel, or reservation system experience preferred • Strong problem-solving and decision-making abilities • Comfortable leading remote teams • Excellent communication and people-management skills • Ability to work in a fast-paced, high-volume environment Job Types: Full-time, Contract Pay: $25.00 - $30.00 per hour Experience: • Customer support: 2 years (Required) • Reservation : 2 years (Required) • Leadership: 2 years (Required) Work Location: Remote Apply tot his job Apply To this Job