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, where strong vendor performance and service standards support the delivery of a consistent customer experience. The Vendor Coordinator is responsible for the day-to-day coordination and performance monitoring of external customer support vendors, working with vendor Team Leads and internal stakeholders to monitor service delivery, identify trends, and ensure customer interactions and bookings are handled in accordance with established procedures and expectations.
The Vendor Coordinator reviews agent and team performance, monitors customer calls, conducts booking quality checks, and provides feedback to vendor leadership. The role follows up on performance or quality concerns, supports the development of action plans, and monitors progress to ensure agreed improvements are implemented and service expectations are met.
This is a full-time, on-site position that can be based at our office in Edmonton (YEG), Calgary (YYC), Vancouver, BC (YVR), or Toronto (YYZ).
A Day in the Life:
- Coordinate day-to-day activities and performance of external customer support vendors.
- Serve as the primary day-to-day point of contact for vendor Team Leads.
- Review agent and team-level performance metrics and identify trends or areas requiring attention.
- Share performance trends and feedback with vendor leadership and work with the vendor to establish action plans where improvement is required.
- Conduct regular huddles with vendor Team Leads to review performance, operational updates, concerns, and follow-up items.
- Monitor customer calls to assess service delivery and adherence to established procedures and expectations.
- Conduct spot checks of customer bookings and transactions to identify errors, trends, and areas requiring improvement.
- Identify recurring errors, service issues, and process gaps and work with vendor leadership and internal teams to address root causes.
- Track agreed actions and follow up with vendor leadership to ensure items are completed within established timelines.
- Escalate significant or recurring vendor performance, service, or operational concerns to the appropriate internal leader.
- Communicate operational updates, process changes, and other requirements to vendor teams and confirm changes are implemented.
- Support vendor training and coaching by identifying knowledge gaps and areas requiring additional support.
- Maintain records of performance discussions, quality reviews, action plans, and follow-up activities.
- Collaborate with internal teams to resolve vendor-related customer and operational issues.
- 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:
- Diploma or degree in Business Administration, Customer Service, Hospitality, Aviation Management, or a related field is preferred.
- An equivalent combination of education and relevant experience will be considered.
- Experience:
- Minimum of 3–5 years of experience in customer service, contact centre operations, vendor coordination, quality assurance, or a related role.
- Experience working with third-party or outsourced customer support providers is strongly preferred.
- Experience reviewing agent and team performance metrics and identifying performance trends.
- Experience with call monitoring, quality reviews, and booking or transaction audits.
- Experience providing performance feedback and supporting action plans, coaching, and service improvements.
- Experience working with Team Leads, supervisors, or vendor partners to resolve service and operational issues.
- Experience within an airline, travel, hospitality, or high-volume customer service environment is considered an asset.
- Skills & Abilities:
- Strong communication and interpersonal skills with the ability to work effectively with vendor Team Leads, agents, and internal stakeholders.
- Strong analytical skills with the ability to review performance metrics and identify trends or areas requiring improvement.
- Strong attention to detail when reviewing customer calls, bookings, transactions, and quality results.
- Ability to provide clear and constructive feedback on performance and service concerns.
- Strong problem-solving skills with the ability to identify issues and support appropriate solutions.
- Strong organizational and prioritization skills with the ability to manage multiple vendor activities and follow-up items.
- Strong follow-through with the ability to track action items and ensure agreed activities are completed.
- Sound judgment with the ability to identify when vendor performance or customer issues require escalation.
- Ability to work collaboratively with vendor partners and internal teams to resolve issues and improve service delivery.
- Proficiency in Microsoft Office, including Excel, Word, and Outlook.
- Requirements:
- Clear criminal record check and satisfactory 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.
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.
Apply by: October 09, 2026
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
