Specialist - Customer Care Partner Delivery (Remote

Job Title:

Specialist, Customer Care Partner Delivery

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…