Who we are

Air Trail is changing the aviation industry so that no one has to fill out paperwork to go flying ever again. We’re an Edmonton-based, scaling startup that’s proving product-market fit and growing quick. Our team is dedicated, values-driven, and scrappy. We get to see the direct impact of our work every week and make it a practice to celebrate together!

What we do

Air Trail makes software for regional airlines—our customers fly air ambulance, aerial firefighting, charters, pipeline inspection, scheduled passenger service, and more. It’s an industry that still largely uses manual processes and paper, but we don’t think it has to be. Our product is growing every day - we are constantly iterating and building new features alongside our rapidly expanding list of customers, and have no shortage of new product opportunities in our roadmap.

What you’ll do

We’re seeking a tech-savvy and customer-focused professional to join our team. As a key member of our small but energetic group, you'll play a vital role in shaping exceptional customer experiences. In this position, you’ll work closely with all aspects of our business, ensuring seamless support for our customers. As a primary point of contact, you'll assist pilots, mechanics, and back-office staff with any software-related support needs, helping them navigate challenges with confidence and ease.

What your week might look like:

- Responding to customer inquiries via email and phone with clarity and efficiency
- Troubleshooting issues in real-time to provide swift and effective resolutions
- Developing training materials and enhancing our support wiki for better customer self-service




- Gathering and analyzing client feedback to drive meaningful feature improvements
- Deepening your expertise in Canadian Aviation Regulations to better assist our users
- Identifying trends in support requests and helping prioritize development work accordingly
- Answering after hours urgent calls when scheduled

And then your next week may look different—we are a scaling tech company after all!

Who you are

- You have a background in IT and/or customer support
- You are eager, curious, and flexible
- You are self-directed, detail-oriented, and accountable
- You are coachable and have a strong desire to learn and improve
- You relish opportunities to be creative and have autonomy, you don’t need a playbook to get things done
- You value cooperation over competition
- You love your craft
- You have deep empathy for our customers
- You have excellent communication skills and can navigate urgent requests in a calm manner
- You can legally work in Canada and live in Edmonton

Bonus

- You know the aviation space, possibly even consider yourself an “AvGeek”
- You have a basic programming background, specifically in JSON and data structures/relations

How to ace an application at Air Trail

- Read the thoroughly
- Find out as much as you can about Air Trail
- Tailor your resume, and write your cover letter like you mean it! (Hint: This is our brown M&M; and every resume/letter is read from start to finish by a human)
- Be honest—we may discover that you bring things that we missed in this job ad!

What we offer

- Hybrid work environment
- Flexible office hours
- Supportive and positive team environment
- No shortage of growth opportunities - if there is a hat you like, put it on!

Status: Open

Capacity: Full-time

Location: Alberta

📌 Customer Support Specialist (Edmonton)
🏢 Air Trail
📍 Edmonton