Job Description

Are you excited about the prospect of joining a startup organization?

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?

Curious about how it feels to contribute and join Canada\xe2\x80\x99s newest airline while redefining affordable air travel?

If so, we have an exciting opportunity for you!

We are seeking a Customer Experience Process & Content Specialist for our Customer Experience team to join our rapidly expanding, dynamic organization!

WHO WE ARE:

Let your career fly with Lynx Air, Canada\'s newest ultra-affordable airline. Our mission is to make air travel accessible for all, by offering low-cost, safe and customer-first flying experiences. With airfares sky-high in Canada, we\'re here to change the game!

Our brand-new fleet of Boeing 737 MAX planes will take Canadians to select Canadian and USA destinations at an ultra-affordable price point and we\'re excited to be building our team that will help us get there. With backing from prominent investors, we\'re poised to revolutionize the Canadian airline industry.

Join our team and be part of the changing skies of Canadian aviation!

WHAT THE ROLE ENTAILS:

Reporting to the Director, Customer Experience, the Customer Experience Process & Content Specialist will develop and uphold comprehensive protocols for the contact center, fostering operational efficiency and precision. They will continuously assess and propose modifications when necessary to uphold service excellence while engaging with relevant business sectors as necessary.

WHAT YOU WILL BE DOING:

• Create and maintain detailed contact centre processes and procedures to drive efficiency and accuracy, identifying and recommending changes as needed to ensure we are offering quality service, collaborating with other business units as required
• Analyze and evaluate customer interactions, identifying and providing recommendations to optimize both internal and external-facing content and create efficiencies to improve our platforms\xe2\x80\x99 ability to resolve customer inquiries
• Act as a key point of contact for customers, providing dedicated support and guidance while maintaining a calm and personable demeanor.
• Write high-quality, detailed and data-supported content strategy documents for leadership team
• Updating and improving upon existing Knowledge Base content, and creating new articles when required
• Work in conjunction with our Customer Experience Specialists shifting tasks as needed to meet SLAs

WHAT YOU BRING TO THE ROLE:

• Experience in process creation and development
• Pragmatic attitude that embraces learning and change, being part of a growing, dynamic business, wearing multiple hats, and collaboratively solving problems and making decisions.
• Willingness and aptitude for effectively managing emotionally charged conversations with a sensitivity to potentially highly visible customer contacts
• Strong customer relationship building skills including empathy, humility, adaptability, poise, and persuasiveness
• Demonstrated comfort with the navigation and interpretation of Canadian Transportation Agency (CTA), Department of Transportation (DOT), airline tariffs, and legal documentation.
• Proven ability to prioritize by shifting tasks as business dictates and to keep track of multiple communication types and open files 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
• Exceptional written and verbal communications skills with strong attention to detail. The ability to communicate effectively in both English and French is considered a strong asset
• 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

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 plan including dental, vision, and paramedical coverage
• The opportunity to travel where we fly. Not only do you get to travel standby on our airline, but we allow you to share that privilege with 6 unrestricted designates

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, colour, religion, gender, sexual orientation, marital status, gender identity or expression, national origin, age, disability status, or any other characteristic protected by applicable law. We encourage all applicants who meet the requirements for the role to apply.

Interviews will be commencing right away, so don\xe2\x80\x99t hesitate and apply today to be part of Canada\xe2\x80\x99s changing aviation landscape! Cover letters are not required.

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