Customer Solutions Specialist

Flair Airlines; Toronto; On-site; CAD 60,000 - 85,000; Full time

Benefits offered by this job

Unlimited travel perks

Comprehensive benefits package

Pension plan with employer-matching

Job summary

Flair Airlines is seeking a Customer Solutions Specialist to support the day-of operation, ensuring passenger recovery and clear communication during irregular operations. The role coordinates with Airports, OCC, and Customer Support to manage disruptions and deliver compliant, timely resolutions.

The ideal candidate has 2–3 years in airline operations or IROPs support, strong communication, and the ability to stay calm under pressure.

Qualifications

• Post-secondary education in business, aviation, communications, or related discipline preferred.
• 2–3 years of airline operations or irregular-ops support experience required.
• Experience coordinating customer movement in day-of-operation environments (OCC, airports, customer support) preferred.
• Familiarity with APPR, CTA, DOT, CARs, and Transport Canada requirements is a plus.

Responsibilities

• Determine passenger eligibility for standards of treatment during irregular operations and ensure APPR compliance.
• Oversee day-of activity within reservation, departure control, flight, and disruption management systems.
• Support customer recovery during disruptions, including rebookings and hotel requests.
• Liaise with Airports, OCC, and Customer Support to share information and resolve issues.
• Provide customer-impact insights to inform operational decisions during disruptions.
• Document recovery actions and decisions to maintain accurate records.
• Support onboarding and training of new team members on recovery processes and tool workflows.

Skills

Customer service

Communication

Regulatory compliance

Cross-functional collaboration

Problem solving

Education

Post-secondary education in business, aviation, or communications

Tools

OCC systems

Reservation systems

Departure Control System

Job description

Take Your Career to New Heights with Flair Airlines

We’re here to make air travel affordable for everyone, and we’re looking for talented individuals who want to help us continue changing the industry for the better. As Canada’s most reliable airline, we're all about offering real value. As we continue to expand our network, increase flight frequencies, and introduce more services, we’re looking for passionate team members to help us in our mission to make air travel accessible for everyone. We know who we are, and we’re confident in our approach.

Your Team

Join Flair’s Customer Experience team as a Customer Solutions Specialist, where you will support the day-of operation by helping ensure passenger recovery, customer communication, and disruption handling are managed accurately and consistently across the network. In this role, you will serve as a central point of coordination among Airports, the Operational Control Centre, and Customer Support. You will support customer movement throughout the operational day, assist with irregular operations, and help ensure Flair’s customer‑handling processes are aligned with the Air Passenger Protection Regulations (APPR) and other applicable requirements.

As an escalation point for complex or sensitive customer situations, the Customer Solutions Specialist applies empathy, sound judgment, and strong communication skills to support fair, timely, and effective resolutions. This role is well‑suited to a service‑focused professional who can stay calm under pressure, work through competing priorities, and support frontline teams in a fast‑paced operational environment.

This position is based on site at our Toronto (YYZ) office.

A Day In The Life

The duties of the Customer Solutions Specialist include:

• Determine passenger eligibility for standards of treatment during irregular operations and ensure all actions comply with APPR and Transport Canada requirements.
• Oversee day-of activity within reservation, departure control, flight, and disruption management systems.
• Support customer recovery during flight disruptions, including hotel requests, passenger rebookings, and mass passenger movements.
• Liaise with Airports, the Operational Control Centre, and Customer Support to share accurate information and resolve emerging customer-impacting issues.
• Provide customer-impact insights to support operational decision-making during disruptions.
• Prepare clear customer-impact summaries, including cancellation notes, disruption details, and recommended recovery actions.
• Act as a key coordination point with Customer Support during disruptions to help ensure timely, accurate, and consistent passenger communication.
• Document customer-impacting operational decisions and recovery actions to maintain accurate records.
• Support airport teams during complex or unique customer situations by providing policy direction and customer‑handling guidance.
• Assist airport stations with Departure Control System inquiries related to customer movement, recovery actions, and disruption workflows.
• Identify, document, and elevate system or operational tool issues to IT and relevant stakeholders.
• Conduct user acceptance testing on new or updated system features and provide feedback to support operational readiness.
• Participate in cross‑functional initiatives focused on improving customer recovery, APPR compliance, and operational efficiency.
• Support onboarding and training of new team members by providing guidance on customer recovery processes, system workflows, and IROP protocols.
• Perform other duties and responsibilities as assigned.

What You Bring To The Role

The preferred candidate should exemplify Flair's core values: honesty, efficiency, accountability, and respect, while demonstrating success in previous roles. Additionally, we are seeking individuals who possess:

• Education:
  • Post-secondary education in business, aviation, communications, or a related discipline is preferred.
• Experience:
  • Minimum of 2–3 years of experience in airline operations, airport customer service, customer recovery, or irregular operations (IROPs) support is required.
  • Experience coordinating customer movement or handling in day-of-operation environments (OCC, customer support, station operations, or similar) is strongly preferred.
  • Prior exposure to APPR-driven customer handling, service-level standards, or regulatory compliance in an aviation context is considered an asset.
  • Demonstrated experience managing time-sensitive decisions, customer escalations, or complex service scenarios in a fast‑paced operational setting.
  • Experience working cross-functionally with departments such as OCC, airports, customer support, or commercial teams to resolve customer-impacting issues.
  • Background in documenting operational decisions, passenger recovery actions, or escalation outcomes with accuracy and clarity.
  • Experience interpreting policies, applying service standards, or supporting customer communication during service disruptions is preferred.
  • Involvement in process improvements, customer journey enhancements, or operational workflow changes is considered an asset.
• Skills and Abilities:
  • Strong ability to interpret and apply customer-handling policies, including APPR, CTA, DOT, CARs, and Transport Canada requirements, when making real-time decisions during disruptions.
  • Advanced customer-service mindset with the ability to balance empathy, fairness, and regulatory compliance in complex or escalated situations.
  • Excellent verbal and written communication skills, with the ability to deliver clear, concise direction to Airports, OCC, and Customer Support teams.
  • Proven ability to remain calm, composed, and solutions-oriented during high-pressure operational events such as IROPs.
  • Strong analytical and critical-thinking skills with the ability to assess customer recovery options, operational constraints, and commercial impacts.
  • Highly organized, with strong attention to detail and the ability to document customer-impacting decisions accurately and consistently.
  • Ability to work collaboratively with cross-functional teams and maintain productive relationships across OCC, airports, customer support, and IT.
  • Demonstrated adaptability and comfort working in a fast-paced, constantly changing operational environment.
  • Intermediate proficiency in Microsoft Office Suite (Excel, Outlook, Word, PowerPoint), with the ability to quickly learn and navigate operational systems and tools.
  • Ability to support and guide frontline teams through complex customer scenarios, providing policy interpretation and recovery guidance as needed.
  • Multilingual capability, particularly in French or Spanish, is considered a strong asset.
• Requirements:
  • Clear criminal record check and satisfactory employment references.
  • Must be legally eligible to work in Canada without restriction.

Why You’ll Love Working Here

At Flair, we prioritize our teams by cultivating a supportive, collaborative work environment filled with opportunities for growth. Investing in our people is at the heart of what we do because your success fuels our collective achievements. We are dedicated to fostering a workplace where leaders thrive, innovation flourishes, and every team member feels valued and empowered.

Benefits

From the moment you join us, you’ll have access to a comprehensive benefits package designed to support your well-being—because when you’re at your best, so are we. This benefits package includes:

• Comprehensive Salary– A salary that reflects your experience and contributions.
• Comprehensive Benefits – Competitive medical and dental coverage, disability insurance, life insurance, and an employee & family assistance program.
• Retirement Savings – A pension plan with employer-matched contributions.
• Unlimited Travel Perks – Enjoy free and discounted flights for you and your travel companions.

If you’re ready to join a team that’s bold, innovative, and fun, we want to hear from you!

Your Career, Your Journey—Join Flair!

If you’re ready to embark on this exciting journey with Flair Airlines, please submit your resume through the job posting and answer a few questions about your experience and suitability for the role. We look forward to reviewing your application.

At Flair, we’re committed to building an inclusive, equal, and accessible workplace that welcomes diverse talent. We encourage candidates from all backgrounds to apply. If you need accommodation during the selection process, just let us know.

We thank all applicants for their interest in Flair; however, only those selected to continue in the process will be contacted.

Website: flyflair.com