Lead Customer Service Agent – Caribbean Base

About the role

Tradewind Aviation is seeking an experienced Customer Service Agent to lead its Caribbean base in San Juan, Puerto Rico. The Lead Customer Service Agent will oversee daily operations, ensure safety and compliance, and mentor front‑line staff to deliver world‑class service.

Key responsibilities

• Ensure all operations comply with company policies, airport security, federal regulations, and safety standards.
• Manage daily delivery service to keep flights on time and meet customer expectations.
• Handle IROP situations efficiently and assist with resolutions.
• Maintain accurate documentation of operational issues and escalate employee occurrences.
• Assist supervisors with duty assignments and operational changes.
• Provide real‑time leadership in the terminal and on the ramp to ensure exceptional customer experience.
• Address passenger needs promptly and coordinate with other departments for long‑term service improvements.
• Coordinate flight departures by communicating with internal and external teams.
• Lead, mentor and train seasonal Customer Service Agents, delivering initial and recurrent on‑the‑job training.
• Monitor performance, give feedback, promote teamwork, accountability and a sense of urgency.
• Uphold strong attendance and demonstrate ethical leadership.

Required profile

• U.S. citizen or legal permission to reside and work in the U.S. or its territories.
• Ability to successfully complete a background investigation, including FBI fingerprints and criminal history check, and comply with TSA, U.S. Customs and airport requirements.
• Valid in‑state driver’s license.
• Fluent in English and Spanish (reading, writing, speaking, comprehension).

Required skills