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Full-timeDescriptionOn April 28, 2021, Avelo took flight as America’s first new airline in nearly 15 years – ushering in a new era of affordable, convenient, and reliable air travel. Founded and led by airline industry veteran, Andrew Levy, along with a team of world-class airline executives, we endeavored to build a different and better kind of airline with one mission in mind: “To inspire travel” and we’ve done so with industry-leading reliability and a caring Soul of Service. If you are looking for the opportunity to join a new and exciting airline that offers the chance to make your mark on aviation history, keep reading!The Supervisor, Customer Solutions reports to the Manager, Customer Solutions and plays a pivotal role in the day-to-day oversight of Avelo’s Customer Solutions Center (CSC).
This position serves as a bridge between leadership and front-line Crewmembers, ensuring consistent, high-quality support across all Customer service channels — phone, email, chat, and social media.The Supervisor will mentor and coach Crewmembers to deliver Avelo’s “Soul of Service,” maintain operational excellence, and uphold accountability within the team. This position will also manage daily administrative and operational functions, including payroll accuracy, scheduling oversight, and system administration across our suite of Customer Solutions platforms.This is an on-site role based at the Avelo Support Center (ASC) in Houston, TX, and requires daily presence for collaboration and engagement with Crewmembers and leadership.
RESPONSIBILITIES
Leadership & Coaching
- Provide direct support and mentorship to Shift Supervisors and frontline Crewmembers, fostering professional growth and accountability.
- Conduct daily performance huddles, call calibrations, and quality monitoring to ensure service consistency and compliance.
- Lead by example in delivering caring, solution-focused interactions that reflect Avelo’s values.
- Partner with the Manager, Customer Solutions and Head of Airports & Customer Support to execute departmental initiatives and drive engagement.
Operations & Performance
- Oversee daily staffing levels to ensure coverage across all service channels.
- Monitor performance metrics including handle time, response rate, and quality scores.
- Support schedule adherence and attendance accountability, maintaining reliable performance across shifts.
- Identify performance trends and collaborate with leadership to implement corrective actions or development plans.
Payroll & Administrative Management
- Manage Crewmember payroll by ensuring accurate timekeeping and schedule adjustments.
- Review and approve timecards, coordinate with HR on pay-related issues, and ensure compliance with policies.
- Assist with scheduling and shift assignments to balance workload and maintain service levels.
System Administration
- Serve as a system administrator for the Customer Solutions Center’s suite of platforms, including telephony, CRM, and chat tools.
- Manage user access, permissions, and troubleshooting in coordination with IT and the Manager, Customer Solutions.
- Provide feedback on system performance, identify recurring issues, and assist in the rollout of new tools or system enhancements.
Customer Experience & Advocacy
- Monitor Customer interactions to ensure quality, empathy, and effectiveness.
- Support resolution of escalated issues and ensure follow-through on service recovery efforts.
- Identify recurring Customer pain points and recommend process or system improvements.
Collaboration & Communication
- Partner closely with cross-functional teams including Airport Operations, Communications, and Training to ensure consistency in Customer messaging and issue resolution.
- Support the Manager, Customer Solutions in implementing new standards, procedures, and training programs.
Requirements
- Bachelor’s degree preferred, or equivalent work experience.
- Minimum 3 years of experience in a Customer Support or Contact Center environment.
- At least 1 year of experience in a leadership, senior agent, or supervisory role preferred.
- Proven success in mentoring, coaching, and motivating team members.
- Experience with contact center systems, CRM platforms, and communication tools.
Skills
- Strong leadership and communication skills with an ability to motivate and guide a team.
- Detail-oriented with excellent time management and organizational skills.
- Proficiency in data analysis and reporting tools to monitor KPIs and team performance.
- Ability to manage multiple priorities in a fast-paced, high-volume environment.
- Customer-first mindset and passion for delivering exceptional service.
X-Factors
- Approachable and empathetic leader who builds trust through consistency and fairness.
- Comfortable leveraging technology to enhance service delivery.
- Problem-solver who thrives in dynamic, fast-moving environments.
Key Metrics for Success
- Achievement of service level and quality targets.
- Reduction in escalated cases and complaint volumes.
- Improved Customer satisfaction (NPS) and advocacy.
- Positive team engagement and retention.
May perform other responsibilities as assigned. Responsibilities and duties may change based on business needs (e.g., emergencies, changes in workload, etc.).
Avelo is an equal opportunity employer.
