Customer Experience Specialist

Are you excited about the prospect of joining a startup organization on the ground floor? Interested in being a part of the changing skies in Canada and beyond? Want to work with world-class leaders who have extensive industry know-how? If so, we have an exciting opportunity for you

We are seeking a **Customer Experience Specialist** for our Commercial division to join our rapidly expanding, dynamic team

**WHO WE ARE**:
Lynx Air, Canada’s newest ultra-affordable airline, is on a mission to make air travel accessible for all. With airfares sky-high in Canada, we give value-seeking travellers an affordable, safe, and customer-first flying experience.

Lynx has taken to the skies, piloting our brand-new fleet of Boeing 737 MAX planes to select Canadian destinations. Our mission is to bring safe, affordable, low-cost air travel to millions of Canadians, and we are excited to be building our team that will help us get there

Backed by significant financial investment from a group of prominent investors, we are poised to change the Canadian airline landscape. Combining the financial strength of our talented partners with the skills and energy of Canadians like you, we can bring the best practices of the aviation industry to Canada

**WHAT THE ROLE ENTAILS**:
Reporting to the Customer Experience Manager, this role is responsible for providing Best in Class service by engaging internal and external customers via multi-channel requests, focusing on brand loyalty and creating an environment that increases overall customer satisfaction and retention. An inherent problem solver: this role will thrive on resolving customer concerns and producing sustainable solutions in a dynamic, growing organization.

**WHAT YOU WILL BE DOING**:

- A key point of contact for customer and executive escalations striving towards creating connections, listening actively, and communicating openly and honestly while offering an exceptional customer experience
- Format, research, and respond to inquiries and complaints from government agencies such as the Canadian Transportation Agency (CTA), Department of Transportation (DOT)
- Review, confirm eligibility, and respond to Air Passenger Protection Regulations (APPR) compensation requests
- Act as the key liaison for Group travel, providing dedicated support and guidance throughout their travel journey
- Analyze all issues of customers and new products and advocate appropriate resolutions from leadership
- Take initiative on new projects where required, communicating effectively with project and business stakeholders

**WHAT YOU BRING TO THE ROLE**:

- 1-3 years of customer service experience, ideally with an above-average understanding of general airline operations and demonstrated ability to explain operational procedures thoughtfully and concisely to our customers
- Willingness and aptitude for effectively managing emotionally charged conversations with sensitivity to potentially highly visible customer contacts
- Strong customer relationship-building skills including empathy, humility, adaptability, poise, and persuasiveness
- A demonstrated comfort with the navigation and interpretation of the Canadian Transportation Agency (CTA), Department of Transportation (DOT), airline tariffs, and legal documentation.
- A pragmatic attitude that embraces learning and change, being part of a growing, dynamic business, wearing multiple hats, and collaboratively solving problems and making decisions.
- Proven ability to prioritize by shifting tasks as business dictates and to keep track of multiple communication types and open files
- Exceptional written and verbal communications skills with strong attention to detail
- Advanced understanding of all social media platforms
- Diploma or university degree or equivalent through a combination of education and/or experience
- Proficiency with Microsoft productivity tools such as Office, Teams, SharePoint
- Experience working in a highly collaborative, team-oriented environment
- Billingual - the ability to communicate effectively in both English and French is considered a strong asset

**WHAT YOU WILL GET FROM US**:

- Industry competitive salary
- The chance to be part of building something from the ground up. Aggressive growth plans of the organization mean there is no limit to how far you can grow your career with the organization
- An environment that promotes a healthy work-life balance
- Open and collaborative work environment. You bring your great ideas, and we will put them to action
- Comprehensive benefits and HSA
- The opportunity to travel where we fly

We're an Equal Employment Opportunity employer that places value on the strength that diversity brings to the workplace and that prohibits discrimination or harassment of any kind. Our employment decisions are based on business needs, job requirements, and individual qualifications without regard to race, color, religion, gender, sexual orientation, marital status, gender identity or expre