Customer Care Partner Delivery

Frontier Airlines

Customer Care operations specialist coordinating BPO partner delivery for Denver-based Frontier Airlines. Monitoring service performance, resolving escalations, and improving customer support workflows.

Posted 8/19/2026full-timeDenver • Colorado • 🇺🇸 United StatesMid-LevelSenior💰 $46,715 - $62,006 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Customer Care and Contact Center Operations, with a strong focus on Voice, Chat, and Digital support. Proven ability to monitor performance metrics, resolve operational issues, and enhance customer recovery processes while collaborating effectively across multiple teams.

Highest-signal resume keywords

Customer Care OperationsVoice and Chat SupportOperational Issue ResolutionPerformance MonitoringCross-Functional Coordination

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Operational ReportingCase ManagementRoot-Cause AnalysisKPI InterpretationSLA AdherenceBack Office OperationsCustomer RecoveryEscalation ManagementDocumentation StandardsProcess Improvement

Soft Skills

Critical ThinkingProblem-SolvingCommunicationCollaborationCustomer Service

Tools & Technologies

Microsoft Office SuiteOperational Reporting ToolsDashboardsCustomer Care Systems

Industry Keywords

BPO Support ModelsHigh-Volume Customer SupportTravel and HospitalityTelecommunicationsCustomer Advocacy

About the role

Key responsibilities & impact

Monitor daily Voice and Chat performance across assigned vendors, sites, and channels
Identify performance risks, service delays, volume impacts, agent-facing barriers, and customer-impacting issues
Support vendor leaders with 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
Monitor backlog health, SLA adherence, queue performance, aging work items, resolution timeliness, productivity, documentation quality, and customer recovery commitments
Support complaints, escalations, refunds, baggage-related support, recovery programs, specialty desk work, and post-contact workflows
Research issues, maintain case visibility, follow up on statuses, and coordinate resolution of complex customer concerns
Ensure customer commitments, escalation paths, policy requirements, workflow steps, and documentation standards are followed
Serve as day-to-day operational contact for assigned BPO partners
Coordinate 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 process improvements and support vendor accountability
Assist with rollout of policies, process changes, tool updates, communications, disposition guidance, training initiatives, and readiness plans
Partner with Training, Quality, Knowledge Management, Workforce, Analytics, and vendor leadership to validate adoption and close readiness gaps
Support special projects, pilots, audits, reporting reviews, customer journey improvements, and process standardization
Prepare operational updates, performance summaries, action-plan follow-up, case status reports, trend observations, and issue summaries
Maintain clear documentation and follow-through for visibility, accountability, and audit-ready execution
Participate in vendor meetings, readiness reviews, calibration discussions, operational follow-ups, and cross-functional workstreams
Perform other duties as assigned to support Customer Care, Vendor Operations, and partner delivery priorities

Requirements

What you’ll need

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 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 skills
Ability to manage multiple priorities in a fast-paced, high-volume operational environment
Strong written and verbal communication skills
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 reporting tools, dashboards, and operational data preferred
Ability to work from home with a high-speed internet connection if remote
Periodic travel to Denver required from a Frontier-serviced city if remote
Subject to pre-employment drug testing

Benefits

Comp & perks

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
Buddy passes
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
High-speed internet access required for remote work