Customer Service Supervisor

About the role

The Customer Service Supervisor oversees station‑level customer service and ticketing operations, ensuring a safe, positive passenger experience while supporting revenue generation and cash control standards. Reporting to the Customer Service Manager and Lead, this role combines team leadership with operational discipline.

Key responsibilities

• Lead and supervise a team of senior and junior customer service agents at station counters, ticket offices and gates.
• Allocate staff to operational positions, conduct briefings and shift handovers, and monitor performance against KPIs.
• Handle escalated passenger complaints, ensure assistance for people of determination and vulnerable travelers, and intervene when service standards slip.
• Oversee cash handling, fines processing, daily cash deliveries, and reconciliation of ticket sales, POS and TVM transactions.
• Coordinate with the revenue team to guarantee availability of tickets, coins, cards and receipts, and support digital cash‑handling initiatives.
• Supervise TVM operations, perform end‑of‑shift checks, troubleshoot ticket or card shortages, clear jams and ensure proper cash collection.

Required profile

• Proven experience leading customer‑service teams in a fast‑paced, public‑facing environment.
• Strong understanding of cash management, revenue assurance and ticketing processes.
• Ability to mentor new hires, provide constructive feedback and drive performance improvements.
• Excellent communication skills for interacting with passengers, staff and senior management.

Required skills

• POS systems
• Ticket Vending Machine (TVM) operation
• Cash handling and reconciliation
• KPI monitoring and reporting