[Hiring] Guest Empowerment Team Member @Breeze Airways™

Role Description

Working at Breeze Airways is an exciting endeavor and a serious commitment to bring “The World’s Nicest Airline” to life. We work cross-functionally with truly awesome Team Members to deliver on our mission: “To make the world of travel simple, affordable, and convenient. Improving our guests travel experience using technology, ingenuity and kindness.” Breeze is hiring- join us!

The Guest Empowerment Team Member works as part of a remote team of highly motivated self-starters who support each other. Team Members must be self-motivated and actively participate in continuous training and development as they learn new skills beyond initial training. They must be willing and able to offer peer-to-peer feedback, to contribute to the development of a growing team. Team Members' primary role is to communicate with Guests through a variety of digital channels as they troubleshoot web, app, and third-party technical issues. They resolve known issues and then teach Guests how to self-serve their travel experience.

A typical day consists of:

• Handling tier-two escalations from Guests who have been transferred to the Guest Empowerment Team from the AI frontline.
• Remaining calm under pressure and identifying accurate solutions.
• Communicating clearly in writing and voice while maintaining a positive attitude.

Start Date: May 18th, 2026

Pay is $15 per hour.

This is a Part-Time Opportunity.

***Must Reside in Utah***

Here’s what you’ll do

• Resolve complex situations for Guests.
• Engage in continuous and concurrent virtual conversations offering solutions and information for empowering Guests through their Breeze experience.
• Research systems and information to find the root cause of Guests’ technical difficulties.
• Perform Team Member in Charge administrative functions on rotation.
• Commit to regular attendance and punctuality.
• Work in multiple programs and on multiple screens simultaneously.
• Resolve Guests' concerns with kindness.
• Communicate with Guests through a digital-first contact approach and be willing to make outbound phone calls.
• Process queues for behind-the-scenes tasks.
• Mentor others as skillset expands.
• Share peer-to-peer feedback with a growth mindset.
• Provide detailed feedback on opportunities to improve the overall Guest Experience by recommending improved processes through the spirit of ingenuity and integrity.
• Stay up to date on new product releases and participate in educational opportunities to deliver excellence in the role.
• Attend regular virtual on-camera meetings.
• Uphold the Breeze Aviation Group Values of Safety, Kindness, Ingenuity, and Excellence.
• Other duties as assigned.
• Achieve performance measures and adhere to established standards in conjunction with Breeze Aviation Group Values of Safety, Kindness, Integrity, Ingenuity, and Excellence.

Qualifications

• High School Diploma or General Education Development (GED) Diploma.
• Three (3) years of customer service experience.
• Excellent writing skills with an emphasis on grammar & spelling.
• Excellent reading comprehension.
• Basic proficiency with Microsoft Office 365.
• Proficient and quality written communication typing at 50 WPM.
• Must pass an assessment which demonstrates customer service and team cooperation skills.
• Multi-channel customer engagement experience (i.e. SMS, chat, email, and other messaging channels).
• Flexible and able to work at any time, including nights, weekends, and holidays.
• Provide regular verification of high-speed internet with minimum speeds of 10 Mbps up and down.
• Able to complete multi-factor authentication and connect to VPN to access Breeze systems.
• Provide a safe and professional office work environment within residence, free from background noise and distraction.
• Reside in Utah and be able to arrange your own travel to the Breeze headquarters in Salt Lake City, UT for meetings and trainings as needed.
• Legally eligible to work in the country in which the position is located.
• Must be at least 18 years of age.
• Strong attention to detail, organization, and time management skills.
• Self-starter with a positive attitude and strong desire for success.
• Identify safety and/or security concerns, issues, incidents, or hazards that should be reported and report them whenever possible and by any means necessary including Breeze’s confidential reporting systems: Aviation Safety Action Program (ASAP) or Safety Action Report (SAR).
• Potential need to be available to respond on short notice as occasional overtime may be required to support irregular operations.

Preferred Qualifications

• Previous airline experience.
• Previous contact center experience.
• 4-year degree.
• Proficient and quality written communication at 65 WPM.
• Bi-lingual (English and Spanish).
• Navitaire PSS experience.
• Gladly experience.
• High-speed internet with recommended speeds of 25 Mbps up and down.

Interview Process

The entire process is fully virtual, and all communication will happen over email or via video chat. Once you’ve submitted your application, the team will review your submission.

Here's what our application/interview process looks like:

• Step One: Criteria Assessment
• Step Two: Typing Assessment
• Step Three: Grammar Assessment
• Step Four: On Demand Video Interview
• Step Five: Proctored Writing Interview
• Step Six: Panel Interview
• Step Seven: Start Date – May 18th, 2026

Benefits

• Vision and Dental.
• Health Savings Account with Breeze Employee Match.
• 401K with Breeze Employee Match.
• PTO.
• Travel on Breeze and other Airlines too!