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Flight Centre Brand Logo Flight Centre Brand · Sales

Member Support Leader

Canada, Toronto Employment contract 115000.00 CAD / Year · Job Posted May 30, 2026
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Job Description

Step into a pivotal leadership role shaping the success of Envoyage Canada's independent network. As Member Support Leader, you'll drive the end‑to‑end member experience — from onboarding through ongoing support and engagement — ensuring exceptional satisfaction and long‑term growth. This role blends strategy, people leadership, and operational excellence, giving you the opportunity to influence scalability, profitability, and community connection across the network. If you're a relationship‑driven problem solver who thrives in fast‑moving environments, this is your chance to make a meaningful impact.

Job Responsibility

  • Lead the day-to-day operations of the member support function across the Envoyage network
  • Drive high member satisfaction and retention through effective support strategies and service delivery
  • Establish, communicate, and achieve service level agreements (SLAs)
  • Handle escalated support issues and ensure timely resolution
  • Optimize operational processes to deliver scalable, cost-effective support solutions
  • Lead the onboarding and implementation process for new members, reducing onboarding time and touchpoints
  • Develop and deliver onboarding materials and training resources
  • Partner with cross-functional teams to implement tools and initiatives that increase member engagement and share of wallet
  • Own and execute the network events strategy, ensuring engagement, profitability, and alignment to business goals
  • Create impactful in-person and virtual community engagement opportunities
  • Develop and deliver network communication strategies that drive engagement and clarity
  • Lead, coach, and develop a high-performing support team
  • Contribute to a safe, inclusive, and accessible work environment where all Flighties feel welcomed, respected, and supported to thrive.

Requirements

  • 3+ years in a travel-related management role delivering growth and profitability outcomes
  • 5+ years of experience within the travel industry
  • Demonstrated experience improving customer satisfaction in a B2B environment
  • Proven people leadership and team development experience
  • Strong commercial acumen with the ability to drive operational and financial outcomes
  • Experience developing and executing strategies for support or service teams
  • Excellent communication, influencing, and stakeholder management skills
  • Strong problem-solving ability with a proactive, solutions-focused mindset
  • Experience in onboarding, implementation, or customer lifecycle management
  • Proficiency in MS Office and general business systems

What we offer

  • Generous paid time off policy
  • Travel perks/discounts
  • Health & Wellness Programs and Employee Financial Wellness Services
  • National/International Award Nights and Conferences
  • Group benefits including extended health care, dental and vision, gender affirming care, fertility care
  • Insurance including life, AD&D, critical illness, long term disability
  • Employee Assistance Program
  • RRSP/RPP with matching
  • Tuition Reimbursement Program
  • Employee Share Plan – Ability to purchase company stock on Australian Stock Exchange with partial company match, subject to terms and conditions
  • Global career opportunities in a network of brands and businesses
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