Specialist - Customer Care Partner Delivery (Remote)

Frontier Careers • Denver, CO

17h • Remote

About The Position

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.

Requirements

• High school diploma or equivalent required
• 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.
• 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.

Nice To Haves

• Bachelor’s degree in business, Operations, Aviation, Hospitality, Customer Experience, Communications, or related field preferred.
• 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.
• Proficiency with Microsoft Office and ability to use reporting tools, dashboards, and operational data to support daily execution preferred.

Responsibilities

• 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.
• 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.
• 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.
• 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.
• 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.
• 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.

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED