Sr. Customer Support Specialist, Flight Planning

Job Summary :

NAVBLUE, an Airbus Company, is seeking a Senior Customer Support Specialist to join our growing team. Reporting to the head of Customer Experience (AMER), the Senior Customer Support Specialist will provide support for NAVBLUE products that are operationally critical to our customers. Primary support activities will include NAVBLUE N-Flight Planning, with scope extending to additional products in line with business needs.

The Senior Customer Support Specialist represents the customer voice within the organization. They are responsible for providing first-class support to Navblue customers and will have regular contact when resolving queries through the NAVBLUE support system (telephone, chat, forums & tickets).

The Senior Customer Support Specialist also trains customers on the products and use of the support system. This training is typically provided through both webinars and on-site customer visits.

The Senior Customer Support Specialist role is transversal and will work across the business at all levels to resolve customer queries, owning the ticket from creation to resolution. This will include working with Product Management, Production, Technical Support and Software Development.

The role involves shift work 5 days per week with rotating weekend shift coverage.  The standard hours of work are 10am - 7pm.

The successful candidate is expected to be able to work with minimal supervision and be fully competent in the execution of the position’s required duties.

Responsibilities :

• Act as the main point of customer contact for all products in scope through the NAVBLUE Support Portal.
• Provide Professional and Efficient Customer Service and answer customer tickets appropriately and respectfully using proper Phone and Email Etiquette.
• Good command of the English language
• Ensure that all customer queries or requests are logged, managed, followed up and closed as per the internal and customer-specific SLAs.
• Troubleshoot queries using all available tools to attempt to resolve queries before escalation to other teams, performing system changes where required and where permitted through the defined standard operating procedures
• Work closely with Product, Development, Technical Operations and other departments within NAVBLUE to address customer issues and other requests..
• Provide feedback to Development Teams and Product Management on support trends, issues, and any item impacting customer satisfaction.
• Gain basic knowledge of all products in the NAVBLUE suite
• Complete all training assigned
• Monitor customer satisfaction and build loyalty by providing excellent customer service.
• Support NAVBLUE’s goals for Quality Assurance and Health & Safety

Academic / Educational Requirements

Experience

Knowledge, Skills, Demonstrated Capabilities & Competencies :

Technical Systems Proficiency :

Perks :

Situated in the heart of the University of Waterloo’s David Johnston Research + Technology Park 10 minutes from HWY 85, NAVBLUE is conveniently close to shops, restaurants, gyms, daycare, and various other amenities. The modern design of our suite on the second floor of the Accelerator Centre draws its inspiration from airport terminals, featuring bright, open workstations rather than boxed-in cubicles. As part of our family, you will enjoy :

The aviation industry’s ongoing digital transformation means we must continually innovate and rise to the many challenges faced by our geographically diverse customers. We are always looking for creative ways to improve our processes and technologies to be a leader in the highly competitive aviation market.

Selection and Hiring Commitment

We thank all applicants for applying. Only selected applicants will be contacted.

Navblue is committed to creating an environment and a culture where everyone feels like they belong no matter who they are or where they are from. We are committed to providing equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job. We do not discriminate against any employee or applicant for employment because of race, colour, sex, age, national or ethnic origin, religion, sexual orientation, gender identity or expression, marital status, family status, genetic characteristics, record of offences, and basis of disability or any protected class. Accommodations will be available on request for candidates throughout the entire recruitment and selection process.

About Us :

NAVBLUE, an Airbus Company, is a leading global provider of flight operations solutions, including aeronautical charts, navigation data solutions, flight planning, aircraft performance software (take-off / landing, weight and balance), and crew planning solutions. You’ll be able to shape the future of the digital aviation industry by working on several of the best in the industry flagship products enabling pilots, dispatchers, flight engineers and other aviation personnel on a daily basis to deliver safe, efficient, and reliable flight operations all over the world. You’ll have the opportunity to support millions of flights each year and help NAVBLUE customers maximize efficiency, reduce costs, ensure compliance with complex national and international safety regulations, and effectively deliver their services.

You’ll join a team with a focus on digital and collaborative innovation that is passionate and customer-focused. Over the last few years, Airbus has been supportive of various initiatives such as Going Digital, Performance Based Navigation Services, Air Traffic Management Modernization Programs, FlySmart on iOS and other digital projects related to new aircraft technologies; the launch of NAVBLUE was therefore a natural step to further develop its Flight Operations and Air Traffic Management Portfolio.

Airbus and all subsidiaries, including NAVBLUE are proud to have been recognized as a Global Top Employer for 2025 . Based on eight criteria : physical workplace, work atmosphere and social, health financial and family benefits, vacation and time off, employee communication, performance manager, training and skills development and community involvement. It was determined that we offer some of the most progressive and forward-thinking programs within the area. This achievement reflects our commitment to nurturing and empowering our people to reach their full potential. We’re grateful to our people, whose dedication and collaboration make this possible.

NAVBLUE is a fully owned subsidiary of Services by Airbus, fueled by the agility of Airbus ProSky and Navtech (acquired in 2016), and the pioneering spirit of Airbus, NAVBLUE was created in July 2016 with one mission : lead aviation into the digital age.

NAVBLUE is based in Hersham (UK), Toulouse (France), Waterloo, ON (Canada), Bangkok (Thailand), Malmö (Sweden), Gdańsk (Poland), and Bengaluru (India) with other offices all around the world.

The Future is Yours for the Taking :