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Transportation

Customer Service Lead

Make and confirm reservations for transportation or lodging, or sell transportation tickets. May check baggage and direct passengers to designated concourse, pier, or track; deliver tickets and contact individuals and groups to inform them of package tours; or provide tourists with travel or transportation information.

Annual openings

447

Median wage

$45,960

Typical education

High school (GED)

Growth 2026–2032

+17%

Median wage source: Colorado BLS OEWS (2025).

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Career requirements

What does this career require?

Explore education, required qualifications, voluntary credentials and employer preferences for this role. Check the details to see which apply.

Typical education

High school (GED)

Credential requirement

No certification is required or expected for this job, though working at an airport requires passing a federal background check.

Work experience

Previous experience in entry-level transportation roles, with strong customer service and leadership skills are expected.

Employer competency information

  • Feedback from employers identifies the following competencies as being critical to success: customer service, effective communication, safety mindset, level-headed and critical thinking.
Salary/Demand information crosses multiple jobs within the Transportation industry.
Some companies provide formal training and experience programs to help employees transition from "Leads" to "Supervisors" or "Management Trainees".
Because of international customers, speaking more than one language is valued in customer service roles in the air industry.

Is this work a fit?

What the work actually feels like

How people in this career tend to spend their time, the interests it draws on, and a look at a typical day.

Work style

The type of work can vary by job and employer.

  • With childrenNo
  • On a computerMay vary
  • OutdoorsNo
  • With your handsNo

Interests it draws on

  • Business Support
  • Customer Service

Automation exposure

Moderate exposure

Some routine tasks may shift as tools improve, but the role is likely to adapt.

A typical day

  1. Inform clients of essential travel information, such as travel times, transportation connections, or medical and visa requirements.
  2. Examine passenger documentation to determine destinations and to assign boarding passes.
  3. Trace lost, delayed, or misdirected baggage for customers.
  4. Check baggage and cargo and direct passengers to designated locations for loading.
  5. Confer with customers to determine their service requirements and travel preferences.
  6. Announce arrival and departure information, using public address systems.
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