Vendor Coordinator

Take Your Career to New Heights with Flair Airlines

We’re here to make air travel affordable for everyone, and we’re looking for talented individuals who want to help us continue changing the industry for the better. As Canada’s most reliable airline, we're all about offering real value. As we continue to expand our network, increase flight frequencies, and introduce more services, we’re looking for passionate team members to help us in our mission to make air travel accessible for everyone.

We know who we are, and we’re confident in our approach.

Join Flair’s Customer Experience team, where strong vendor performance and service standards support the delivery of a consistent customer experience. The Vendor Coordinator is responsible for the day-to-day coordination and performance monitoring of external customer support vendors, working with vendor Team Leads and internal stakeholders to monitor service delivery, identify trends, and ensure customer interactions and bookings are handled in accordance with established procedures and expectations.

The Vendor Coordinator reviews agent and team performance, monitors customer calls, conducts booking quality checks, and provides feedback to vendor leadership. The role follows up on performance or quality concerns, supports the development of action plans, and monitors progress to ensure agreed improvements are implemented and service expectations are met.

This is a full-time, on-site position that can be based at our office in Edmonton (YEG), Calgary (YYC), Vancouver, BC (YVR), or Toronto (YYZ).

• Coordinate day-to-day activities and performance of external customer support vendors.
• Serve as the primary day-to-day point of contact for vendor Team Leads.
• Review agent and team-level performance metrics and identify trends or areas requiring attention.
• Share performance trends and feedback with vendor leadership and work with the vendor to establish action plans where improvement is required.
• Conduct regular huddles with vendor Team Leads to review performance, operational updates, concerns, and follow-up items.
• Monitor customer calls to assess service delivery and adherence to established procedures and expectations.
• Conduct spot checks of customer bookings and transactions to identify errors, trends, and areas requiring improvement.
• Identify recurring errors, service issues, and process gaps and work with vendor leadership and internal teams to address root causes.
• Track agreed actions and follow up with vendor leadership to ensure items are completed within established timelines.
• Escalate significant or recurring vendor performance, service, or operational concerns to the appropriate internal leader.
• Communicate operational updates, process changes, and other requirements to vendor teams and confirm changes are implemented.
• Support vendor training and coaching by identifying knowledge gaps and areas requiring additional support.
• Maintain records of performance discussions, quality reviews, action plans, and follow-up activities.
• Collaborate with internal teams to resolve vendor-related customer and operational issues.
• Perform other duties and responsibilities as assigned.

The preferred candidate should exemplify Flair's core values:
honesty, efficiency, accountability, and respect
, while demonstrating success in previous roles. Additionally, we are seeking individuals who possess:

• Education:
  • Diploma or degree in Business Administration, Customer Service, Hospitality, Aviation Management, or a related field is preferred.
  • An equivalent combination of education and relevant experience will be considered.
• Experience:
  • Minimum of 3–5 years of experience in customer service, contact centre operations, vendor…