Customer Solutions Specialist

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 escalate 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.