Guest Empowerment Team Member

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. They will remain calm under pressure, identify accurate solutions, communicate clearly in writing and voice, and maintain a positive attitude.

Start Date: May 18th, 2026

Pay is $15 per hour.

• →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 though 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 measure and adhere to established standards in conjunction with Breeze Aviation Group Values of Safety, Kindness, Integrity, Ingenuity, and Excellence

• 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 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.

• 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 25Mbps up and down

• When working or traveling on Breeze flights, and if time permits, all capable crewmembers are asked to assist with light cleaning of the aircraft
• Organizational fit for the Breeze culture, that is, exhibit the Breeze values
• Promote Breeze’s #1 value of safety as a Safety Ambassador, supporting Breeze’s Safety Management System (SMS) components, Safety Policy, and behavioral standards
• Lifting generally not required, or up to 10 pounds occasionally, 0 pounds frequently
• Live and promote Breeze’s core Values and Vision

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.

At Breeze, our main priority is being a Seriously Nice Airline. That means we do our best to avoid delays, whether we're on the runway about to take off or moving through the interview process with a Guest Empowerment Team Member candidate.

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