Gate Lead Customer Service Agent

5d5 days ago

Pacific Aviation

San Francisco, US · Full-time · $46,000 – $46,000

About this role

This position supports the Customer Service and Ticketing operational functions for San Francisco, CA. The Gate Lead Customer Service Agent ensures clear verbal communication to assist passengers during the operational boarding process. Leadership drives smooth gate operations in a busy airport environment.

As Gate Lead, train, mentor, and oversee gate agents with clear professional communication across channels. Maintain organization by checking paperwork and monitoring compliances. Handle delays or irregularities efficiently while using gate management systems and scanners.

Deliver excellent customer service under pressure in a dynamic terminal setting. Collaborate with airline teams and fellow agents for seamless operations. Make clear announcements, provide directions, assist at check-in counters, and verify travel documents per airline and TSA protocols.

Work in a fast-paced team environment requiring physical stamina to stand for extended periods and move throughout the terminal. Demonstrate calmness and solution-focus amid high-pressure situations including various shifts. Availability for at least four days per week, weekends, and holidays supports operational needs.

Grow through hands-on leadership in gate operations with paid training and comprehensive benefits. Advance skills in safety, compliance, and technical systems specific to airport ground-side roles. Contribute to passenger satisfaction while building expertise in aviation protocols.

Requirements

Fluent English communication skills
Strong verbal and written communication; active listening skills
Computer literacy and fast, accurate data entry
Calmness and solution-focus under pressure
Physical stamina to stand for extended periods and move throughout the terminal
Authorized to work in the U.S. and able to pass a background check and drug screening
Available to work at least 4 days per week, including weekends and holidays
Shifts may include early mornings, afternoons, evenings, or nights

Responsibilities

Train, mentor, and oversee gate agents
Provide clear and professional communication across channels
Check paperwork and monitor compliances
Handle delays or irregularities at the gate efficiently
Operate gate management systems and scanners
Apply knowledge of company, airline policies, SOPs, and TSA regulations
Collaborate with airline teams and fellow agents for smooth operations
Deliver excellent customer service under pressure, make announcements, and assist passengers