Support Manager Jobs in Monroe, NC (NOW HIRING)

Who We Are
Accommodations Plus International (API) is a technology and services company focused on driving innovation across the travel and transportation industry. We partner with organizations in the airline, cruise, and rail sectors to deliver solutions that improve layover operations, enhance customer experience, and support long-term growth.
Our mission is to make layovers simpler and more efficient for crew members-and we bring that to life through deep industry expertise and a practical, results-driven approach.
Today, API's platform powers over 18 million crew room nights each year for 100+ airlines and travel operators worldwide. Our Global Reach ensures that airline crews are rested, transported, and connected so global aviation runs on time.
At API, we're building a culture rooted in succeeding and thriving together. It's a place where people are encouraged to take ownership, develop their skills, and contribute to work that matters.
If you're looking to grow your career in a company that values steady progress, real impact, and long-term development, we'd like to meet you!
The Airline Support Supervisor is responsible for leading and overseeing a team of Airline Support Specialists who provide crew accommodation and transportation support to our airline partners. This role ensures exceptional customer service, operational efficiency, and compliance with client Service Level Agreements (SLAs).
The Airline Support Supervisor serves as the primary point of escalation for operational challenges, supports employee development and performance, and works closely with airline partners and internal departments to ensure the successful delivery of crew accommodation services.
Position Type and Expected Hours of Work
This is a full-time, non-exempt position located on-site in Charlotte, NC.
This role is scheduled for a morning shift consisting of four (5) 8-hour workdays. Due to the nature of airline operations, flexibility is required and schedules may include weekends, holidays, overtime, and on-call support based on operational demands and client needs. Employees must be able to adapt to changing business requirements to ensure continuous support for airline partners and crew members.
Essential Functions

• Supervise and support Airline Support Specialists to ensure efficient and effective customer service.
• Monitor daily operations to ensure crew hotel and transportation requests are processed accurately and timely.
• Serve as the primary escalation point for complex client, vendor, or operational issues.
• Maintain strong working relationships with airline partners and ensure client expectations are consistently met.
• Monitor workload distribution, productivity, and service levels across the team.
• Coach, mentor, and develop team members through regular feedback and performance discussions.
• Conduct quality reviews of employee work and customer interactions.
• Assist with onboarding, training, and continuous development of Airline Support Specialists.
• Provide performance metrics and operational reporting to management.
• Respond to irregular operations (IROPS) and support staffing and operational adjustments as needed.
• Coordinate with hotels, transportation providers, and other vendors to support client needs and service recovery efforts.
• Identify opportunities to improve processes, service quality, and operational efficiency.
• Assist with scheduling and workforce planning to ensure appropriate coverage.
• Ensure compliance with company policies, client requirements, and operational procedures.
• Collaborate with internal departments to resolve service issues and improve client satisfaction.
• Support management with employee performance management and corrective action processes as needed.
• Perform additional duties as assigned.

Competencies

• Strong leadership and team-building skills.
• Excellent customer service orientation.
• Strong judgment and decision-making abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Effective problem-solving and conflict-resolution skills.
• Exceptional verbal, written, and interpersonal communication skills.
• Strong organizational and time-management abilities.
• Attention to detail and commitment to accuracy.
• Ability to build and maintain strong client and vendor relationships.
• Adaptability within a 24/7 operational environment.
• Proficiency with Microsoft Office and operational technology systems.

Required Experience and Qualifications

• Minimum 2 years of supervisory or team lead experience preferred.
• Previous experience in airline operations, crew scheduling, crew accommodations, travel, hospitality, or customer service environments strongly preferred.
• Experience managing employee performance and coaching team members.
• Strong client relationship management experience.
• Proficiency in Microsoft Office Suite, including Excel.
• Experience working in a fast-paced operational environment.
• Knowledge of airline operations and irregular operations (IROPS) is preferred.
• Experience with reservation systems, hotel booking platforms, or travel technology is a plus.

The good faith compensation rate for this position is $27.00 USD per hour. Actual compensation may vary based on experience, qualifications, skills, and business needs.
Other Duties
Duties, responsibilities and activities may change at any time according to business needs.
The performance of additional responsibilities if you are designated as a Data Protection Champion (DPC), Senior Information Risk Owner (SIRO) or Information Assurance Accounting Officer (IAAO).
Work Environment
This position operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand, walk; use hands to finger, handle or feel; and reach with hands and arms.
AAP/EEO Statement
Accommodations Plus International is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, genetic information, arrest record, or any other characteristic protected by applicable federal, state or local laws. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.
Privacy Statement
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