Job Description

About Us

Headquartered in Iqaluit, Frobay Touchdown is a trusted aircraft ground handler in Canada's Great North and the only Fixed Base Operator (FBO) in Nunavut. Despite our small footprint, we punch well above our weight; delivering exceptional value and service excellence to a diverse mix of private aviation clients.

From corporate and VIP charters to military missions, medevacs, cold-weather aircraft testing , and the occasional wide-body diversion, our ramp sees it all. This unique positioning makes every day different, exciting, and full of opportunity.

We are expanding our team with passionate aviation professionals who thrive in dynamic environments and are eager to contribute to our reputation for service that earns rave reviews.

The Role

The

Client Experience Lead

is a hybrid position combining front-line customer service with ramp operations. This role offers a balanced blend of indoor and outdoor work at the airport, giving you exposure to every aspect of FBO life. If you're looking for a role where no two days are alike, where multitasking and initiative are rewarded, and where your contributions directly shape client impressions, this is it. Say goodbye to monotonous and lackluster work elsewhere and step in to join a team of young, spirited individuals who are in it for their passion for aviation and who will readily support your development, value your contributions and inspire you to excel.

Responsibilities

Ramp Duties

Plan aircraft parking positions and marshal aircraft safely in and out. Meet, greet, and assist crew and passengers on the ramp. Safely operate vehicles on the ramp near moving and stationary aircraft. Load and offload baggage as required. Operate Ground Service Equipment (GSE) per SOPs. Supervise third-party work performed on or near client aircraft. Maintain GSE in good working order; report malfunctions. Groom partner airline aircraft as required. Ensure compliance with airport authority and carrier security regulations.

Operations & Accounting Duties

Welcome and assist crew and passengers in the FBO facilities. Establish and maintain radio communications with incoming aircraft. Ensure the FBO remains a clean, professional, and welcoming space. Track incoming aircraft and coordinate timely services with stakeholders. Log handling requests and update flight checklists. Provide excellent customer service in person, via phone, and email. Process payments using POS terminals. Upsell relevant products and services to enhance client experience. Issue invoices, follow up on payments, and track payables. Check in passengers for scheduled flights. File, organize, and complete administrative tasks as assigned. Contribute to down-time projects and process improvements.

Common Tasks

Conduct daily opening and closing of the office as per SOPs. Communicate on VHF and UHF radios with proper phraseology. Drive both airside and landside for client transport and service delivery. Follow up with third-party providers for equipment, services, and receipts. Upsell services and products to generate additional revenue. Perform other assigned tasks supporting operations.

Qualifications

Required

Canadian citizen, Permanent Resident, or valid Post-Graduate Work Permit holder. College or university graduate. Valid driver's license with clean record. No criminal background. Prior aviation industry experience and passion for aviation. Strong verbal and written communication skills in English. Proficiency in MS Office (Outlook, Excel, Word) and generally adept in using Windows. Dependable, resourceful, mature, and proactive. Flexibility to work irregular hours, including evenings, weekends and overtime. Ability to handle sensitive information with discretion.

Preferred

Transport Canada Restricted Airside Identification Card (RAIC). French language skills. Restricted Operator's Certificate (Aeronautic). Prior experience in a similar role. Meteorology knowledge.

Benefits

Furnished accommodations with Wi-Fi connectivity Shared vehicle use Flexible vacation around operations, to be discussed during interview

Other Perks

Office snacks, movie nights and get-togethers Meet and exchange perspectives with crew and passengers from around the world. Be directly involved in supporting unique, high profile and sometimes world-record aircraft missions. Supportive environment to help you grow and opportunities to take charge of certain projects Rapidly develop key skills and traits in a dynamic environment Enjoy spectacular views of Northern lights and experience the Inuit culture first-hand

The Ideal Candidate

We're looking for a

Client Experience Lead

who can balance professionalism with passion. In this hybrid role, you'll greet VIP clients one moment and marshal aircraft the next. You must be:

- Passionate about private aviation and thrive in both slow and fast-paced environments

- Have a natural flair for customer service and be well versed with using computers

- Value discretion, professionalism, and integrity

- Dislike monotonous work and embrace variety, challenge, and responsibility

- Equally comfortable outdoors on the ramp or indoors supporting operations.

- Take pride in your work, demonstrate strong ethics, and support the success of the team.

Along with a resume,

please include a tailored cover letter highlighting why you are a suitable candidate for this position

. Only successful candidates will be contacted for interviews. Fresh graduates from Aviation programs are most welcome to apply.

Job Type: Full-time

Pay: $27.00-$31.00 per hour

Expected hours: 40 - 50 per week

Benefits:

Company car Flexible schedule
Application question(s):

Please submit a cover letter
Licence/Certification:

Driving Licence (required)
Work Location: In person