Customer Regulatory Compliance Specialist Full Time Contributor Calgary, AB, CA 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 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. Join Flair’s Customer Experience team, where regulatory compliance and effective case management support fair and consistent outcomes for customers.

Reporting to the Manager, Regulatory Compliance, the Customer Regulatory Compliance Specialist is responsible for supporting the management and resolution of complex customer and regulatory matters. This includes compensation claim appeals, Canadian Transportation Agency (CTA) matters, accessibility inquiries, regulatory complaints, and other compliance-related cases.

The Customer Regulatory Compliance

Specialist reviews case documentation, applies applicable regulatory requirements, and works with internal teams to support timely and compliant resolutions. The role also supports improvements to regulatory processes, procedures, tools, training materials, and reporting to strengthen compliance across customer-facing operations. This is a full-time, on-site position that can be based at any of our Edmonton (YEG), Calgary (YYC), Vancouver (YVR), or Toronto (YYZ) offices.

Manage complex customer and regulatory cases, including compensation claim appeals, Canadian Transportation Agency (CTA) matters, accessibility inquiries, regulatory complaints, and legal claims. Review case histories, correspondence, and supporting documentation to assess matters and ensure decisions are appropriately documented and aligned with applicable requirements. Department of Transportation (DOT), accessibility, passenger protection, and other applicable regulatory requirements.

Monitor regulatory developments and support required changes to policies, procedures, templates,



processes, and customer communications. Coordinate with Legal, Operations, Marketing, and other internal teams on regulatory matters and the implementation of applicable requirements. Maintain litigation and claims calendars, ensuring key deadlines, documentation, and deliverables are tracked and completed.

Compile investigation packages and supporting records for claims, litigation, tribunal, and regulatory matters using internal systems, including Airline Choice, Intelysis, and Zendesk.

Support

Legal and external counsel in preparing documentation and materials for court, tribunal, and regulatory proceedings. Develop and maintain templates and supporting materials for routine claims and litigation matters. Develop and support training materials and internal communications for customer-facing teams related to regulatory changes, accessibility, complaint handling, and compliance processes.

Analyze complaints, claims, regulatory outcomes, and case trends to identify recurring issues, emerging risks, and opportunities for improvement. Prepare reports, metrics, and presentations for management on case volumes, regulatory matters, trends, and emerging issues. Support the implementation and improvement of case management, compliance tracking, and reporting tools and processes.

Work with Business Process Outsourcing (BPO) partners to support understanding and consistent application of regulatory processes and requirements. Support interactions with regulatory bodies and industry associations, as required, in coordination with the Manager, Regulatory Compliance and Legal. Bachelor’s degree in Business Administration, Communications, Aviation, Public Policy, or a related field is preferred.





Minimum of three (3) to five (5) years of experience in customer regulatory compliance, customer relations, complaint resolution, claims management, or a related customer-facing function, preferably within a regulated industry. Demonstrated experience managing complex customer complaints, compensation claims, escalations, or regulatory matters.

Experience interpreting and applying passenger protection, accessibility, or other customer-related regulatory requirements;

experience with CTA and DOT requirements is considered an asset.

Experience supporting litigation, legal claims, regulatory proceedings, or the preparation of case and investigation documentation is considered an asset.

Experience analyzing complaint and case trends and preparing reports or metrics to support compliance monitoring and operational improvements. Familiarity with contact center and case management platforms such as Zendesk, Salesforce, AWS Connect, Qualtrics, or similar tools. Strong analytical skills with the ability to interpret data, identify trends, and support data-informed decision-making.

Comfortable working with policies, regulations, and structured processes, with the ability to apply them consistently in case handling. Clear criminal record check and satisfactory references. We are dedicated to fostering a workplace where leaders thrive, innovation flourishes, and every team member feels valued and empowered.

From the moment you join us , you’ll have access to a comprehensive benefits package designed to support your well-being—because when you’re at your best, so are we.

Comprehensive

Advantages – Competitive medical and dental coverage, disability insurance, life insurance, and an employee & family assistance program.

Retirement

Savings – A pension plan with employer-matched contributions.

Unlimited Travel

Perks – Enjoy free and discounted flights for you and your travel companions. At Flair, we’re committed to building an inclusive, equal, and accessible workplace that welcomes diverse talent.

📌 Customer Regulatory Compliance Specialist (Toronto)
🏢 Flair Airlines
📍 Toronto