JAbout North Star Air

At North Star Air, we connect people, goods, and communities across the North. We are committed to delivering safe, reliable, and affordable air transportation while supporting the unique needs of the people we serve. People are at the heart of everything we do.

Position Summary

The Customer Service Team Lead will have a high-level responsibility to maintain the company's standard of great customer service, being the main goal. The primary responsibility will be for a secure environment for staff and passengers. This role will oversee the staff members in Reservations, Passenger Services, Charter Check-in and Northern Agents.

Key Responsibilities

· Monitor all operations to ensure safety standards are met; utilize the company SMS to report incidents, deficiencies, or suggestions for improvement.

· Ensure team compliance with all company policies and standard operating procedures (SOPs).

· Maintain strict confidentiality regarding company, staff, and passenger information.

· Conduct performance reviews, implement improvement plans (PIPs), and manage disciplinary actions as directed by the Customer Service Manager.

· Provide ongoing training and mentorship to team members to ensure operational excellence.

· Manage staff scheduling, task delegation, and shift coverage (including being the primary contact for call-ins).

· Oversee the passenger experience, ensuring the highest level of care for travelers and the accurate handling/labeling of baggage and cargo (e.g., priority, perishables).

· Serve as the first point of escalation for complex inquiries or complaints from passengers and staff.





· Act as a professional representative of NSA when communicating with passengers, staff, and the executive team.

· Stay current on policy changes and proactively identify ways to enhance service delivery.

· Skilled in Microsoft Office (Excel/Email) and flight planning/scheduling software.

· The ability to lift up to 50 lbs.

· Any other related duties as assigned

What We’re Looking For (Qualifications)

· High school diploma or equivalent is an asset

· Ability to work well under pressure

· Strong communicator, both verbally and in writing

· Basic mathematical skills

· Strong critical thinking skills

· Able to work efficiently as a part of a team as well as independently

· Computer literacy, including working skills of Excel and e-mail

· Ability to communicate in Oji-Cree or Ojibway is an asset

· Must successfully complete a Criminal Records Check.

Working Conditions

· Monday–Friday schedule; occasional weekends or overtime as required, shift times will vary depending on the Airlines' Operational needs and or Schedule

· Indoor and outdoor work is required

· Travel is required to other stations and or locations to support operational needs

Benefits & Perks

· Extended Healthcare

· On-Site Parking

· Company Events

· Vision Care, Dental Care

· Flight Benefits

· Service Awards





· Employee Assistance Program

· Company Discounts

· Employee Recognition

· Disability Insurance, Life Insurance

· e-Store Merchandise

· RRSP, Employee Stock Purchase Plan, Profit Sharing

(Benefits are subject to eligibility and plan terms.)

Eligibility & Accommodation

Thank you for considering a career with North Star Air we welcome applications from all qualified candidates. If you are having difficulty using our online application system and you need an accommodation due to a disability, please email [email protected]. NSA will provide reasonable accommodation for qualified individuals with disabilities in the job application process. Applicants must have current eligibility to work in Canada. We appreciate all applications; only those selected for an interview will be contacted.

How to Apply

Please email your cover letter and resume to [email protected].
Please title the email “Customer Service Team Lead” in BOLD to distinguish your application.

The base salary for this role considers a variety of factors, including candidates' knowledge, skills, experience, education, and requirements for this position. NSA provides an extensive offering of programs to promote a culture of safety, wellbeing, inclusivity, and sustainability to enable our employees to be the best version of themselves.

Pay: $27.27-$32.57 per hour

Expected hours: 40.0 per week

Benefits:

- Dental care
- Disability insurance
- Employee stock purchase plan
- Extended health care
- Life insurance
- RRSP match
- Vision care

Work Location: In person

📌 Customer Service Team Lead (Thunder Bay)
🏢 North Star Air
📍 Thunder Bay