Specialist - Customer Care Partner Delivery (Remote)

Working at Frontier Airlines

At Frontier, our mission is to Make Every Flight Count. That mission guides how we support our customers, our people and the operation every day.

As a Frontier employee, your work connects to more than a single role. Whether you're supporting flights, helping customers, maintaining aircraft, leading teams or working behind the scenes, you help create a travel experience that is safe, reliable and built around value.

Our work is guided by our core values: customer first, safety always, operational excellence and one team. These values shape how we make decisions, support each other and deliver for the people who count on us.

Support for work, life and travel

Frontier offers benefits, programs and travel privileges designed to support eligible employees at work and beyond. Availability may vary by role, employment status, eligibility, location, schedule, applicable policies and current plan details.

Depending on role and eligibility, available benefits and programs may include:

• Medical, dental and vision coverage
• 401(k) retirement savings options
• Paid holidays, vacation time and sick time
• Travel privileges on Frontier Airlines and participating partner airlines, based on current program rules and availability
• Buddy passes, based on eligibility and program rules
• Travel-related discounts and employee discounts on select products, services and vendors
• A hybrid schedule for eligible headquarters roles based in Denver, Colorado
• Business casual dress options for eligible corporate and support roles
• Employee support programs and resources, including the HOPE League, Frontier Airlines' nonprofit organization

About Frontier Airlines

Frontier Airlines is a Denver-based airline serving destinations across the United States and select international markets. Our people support every part of the travel journey, from airport operations and flight crews to aircraft maintenance, customer support, corporate teams and more.

We're focused on delivering meaningful value by making travel more accessible, practical and easy to personalize for our customers. Across the airline, our teams help support a safe, reliable and efficient operation while continuing to strengthen the experience for the people who choose Frontier.

What Will You Be Doing?

The Specialist, Customer Care Partner Delivery supports daily execution, operational visibility, issue resolution, and customer experience consistency across Frontier Customer Care partner-supported channels, including Voice, Chat, Complaints, Back Office, Specialty Support, Customer Recovery, Escalations, Refunds, Baggage Support, and other post-contact support workflows.

This role serves as a day-to-day operational liaison between Frontier Airlines, BPO vendor teams, and internal stakeholders to monitor service delivery, coordinate escalations, support readiness activities, identify process gaps, and help ensure frontline and back-office teams have the guidance, documentation, and follow-through needed to resolve customer issues accurately and timely.

Essential Functions

• 30% - Voice, Chat & Frontline Operational Support

• Monitor daily Voice and Chat performance across assigned vendors, sites, and channels, including service level, queue health, adherence, productivity, first contact resolution, customer satisfaction, and operational stability.

• Identify performance risks, service delays, volume impacts, agent-facing barriers, or customer-impacting issues and escalate concerns with clear context and recommend next steps.

• Support vendor leaders with day-to-day operational execution, corrective action follow-up, queue monitoring, disposition accuracy, scripting adherence, and customer handling consistency.

• Coordinate with Workforce Management, Quality, Training, Analytics, Digital, Loyalty, Airport Operations, and partner leadership to support service delivery and frontline readiness.

• 30% - Back Office, Specialty Support & Customer Resolution

• Monitor backlog health, SLA adherence, queue performance, aging work items, resolution timeliness, productivity, documentation quality, and customer recovery commitments across assigned Back Office and Specialty support functions.

• Support customer complaints, escalations, refunds, baggage-related support, recovery programs, specialty desk work, and other post-contact customer support workflows requiring follow-up or cross-functional coordination.

• Assist with issue research, case visibility, status follow-up, operational documentation, and coordination needed to resolve complex or ageing customer concerns.

• Help ensure customer commitments, escalation paths, policy requirements, workflow steps, and documentation standards are followed consistently across vendors and support teams.

• 20% - Vendor Partnership, Escalation Coordination & Issue Resolution

• Serve as a day-to-day operational contact for assigned BPO partners and support timely communication between Frontier stakeholders, vendor leaders, and internal support teams.

• Coordinate follow-up on operational action items, customer-impacting defects, vendor questions, process clarifications, and escalation research.

• Identify repeat contact drivers, documentation gaps, workflow breakdowns, customer friction points, and recurring operational defects; recommend updates or process improvements to leadership.

• Support vendor accountability by validating execution against approved policies, procedures, customer experience expectations, and service delivery requirements.

• 15% - Operational Readiness, Change Deployment & Continuous Improvement

• Assist with rollout of new policies, process changes, tool updates, operational communications, disposition guidance, training initiatives, readiness plans, and customer-impacting business changes.

• Partner with Training, Quality, Knowledge Management, Workforce, Analytics, and vendor leadership to validate adoption, identify defects, and close readiness gaps.

• Support special projects, pilots, audits, reporting reviews, customer journey improvements, and process standardization efforts that improve service delivery and reduce customer effort.

• 5% - Reporting, Documentation & Leadership Visibility

• Support preparation of operational updates, performance summaries, action-plan follow-up, case status reporting, trend observations, and issue summaries for leadership or partner review.

• Maintain clear notes, documentation, and follow-through on assigned items to support visibility, accountability, and audit-ready execution.

Other Functions

• Participate in vendor meetings, readiness reviews, calibration discussions, operational follow-ups, and cross-functional workstreams as needed.
• Assist with knowledge base/process feedback, customer handling clarification, operational audits, workflow validation, and status visibility activities.
• Support internal and partner communication related to customer care execution, operational risks, customer-impacting defects, and process updates.
• Perform other duties as assigned to support Customer Care, Vendor Operations, and partner delivery priorities.

Qualifications

• High school diploma or equivalent required; bachelor's degree in business, Operations, Aviation, Hospitality, Customer Experience, Communications, or related field preferred.
• Minimum of 5 years of experience in Customer Care, Contact Center Operations, Voice, Chat, Digital, Customer Advocacy, Escalations, Complaints, Recovery, Back Office Operations, Specialty Support, or related operational support functions required.
• Experience supporting Voice, Chat, Digital, Back Office, Specialty Support, customer service operations, or customer resolution workflows required.
• Experience supporting outsourced/BPO environments preferred.
• Experience handling operational issue resolution, customer-impact investigation, case research, vendor follow-up, and cross-functional coordination preferred.
• Airline, travel, hospitality, telecommunications, or high-volume customer support experience preferred.
• Experience using Microsoft Office Suite, operational reporting tools, dashboards, customer care systems, or case management platforms preferred.

Knowledge, Skills and Abilities

• Knowledge of contact center operations, Voice, Chat, Back Office, Specialty Support, customer recovery, complaints, escalations, BPO support models, and customer care workflows.
• Ability to monitor operational performance, identify service risks, track action items, and escalate concerns with clear facts and recommended next steps.
• Strong customer service, customer recovery, investigation, root-cause analysis, critical thinking, problem-solving, and resolution mindset.
• Ability to manage multiple priorities in a fast-paced, high-volume operational environment while maintaining follow-through and documentation discipline.
• Strong written and verbal communication skills with ability to coordinate across frontline vendors, internal stakeholders, and cross-functional support teams.
• Ability to interpret KPIs and operational indicators, including SLA, AHT, queue health, adherence, productivity, FCR, CSAT, backlog, aging, resolution time, escalation status, and complaint trends.
• Ability to collaborate with Workforce Management, Quality, Training, Analytics, Digital, Loyalty, Airport Operations, Customer Advocacy, Baggage, Legal, Revenue Operations, and vendor leadership teams.
• Proficiency with Microsoft Office and ability to use reporting tools, dashboards, and operational data to support daily execution preferred.

Equipment Operated

Standard office equipment, including PC, copier, fax machine, printer

Work Environment

• This role can be based at our headquarters in Denver, CO OR in a city serviced Frontier airport in the United States via a remote work arrangement (periodic travel to Denver from a Frontier-serviced city required)
• If remote, you must be able to follow our remote work policies, including ability and comfort level working from home with access to a high-speed internet connection
• If headquarters-based, typical office environment, adequately heated and cooled

Physical Effort

Light physical effort required by handling objects up to 20 pounds occasionally and/or up to 10 pounds frequently.

Supervision Received

Choose a level of supervision.

Positions Supervised

No direct reports. Provides day-to-day coordination, operational follow-up, issue visibility, and execution support to BPO partner leaders and frontline support teams assigned.

Salary Range: $46,715 - $62,006

Please note this role has a closing date of on or before 10/1/26 midnight MST.

Workplace Policies

Disclaimer: The above statements are intended only to describe the general nature and level of work required of the referenced position; they are not intended to be an exhaustive list of all responsibilities, duties, and skills required of individuals in this position. Please be advised that duties and expectations of this position may be subject to change.

Frontier Airlines, Inc. is an equal opportunity employer and, as such, is committed to providing equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, national origin, age, marital status, veteran status, sexual orientation, gender identity or expression, disability status, pregnancy, genetic information, citizenship status or any other basis protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Frontier Airlines is a Zero Tolerance Drug-Free Workplace. All prospective employees are subject to pre-employment testing for the following drugs and their metabolites: Marijuana, Cocaine, Amphetamines, Opioids and Phencyclidine (PCP). Further, any applicant who is found to have tested positive on any required drug or alcohol test at a former employer will be considered ineligible for employment with Frontier.