


Customer Operations
Customer Operations (OPS), is at the forefront of AirHelp’s mission to support travellers around the world. We work in a dynamic, ever-changing environment that encourages you to think quickly and to be adaptable. We’re proud of the structured environment that we’ve built, and we’ll always welcome new ideas so that we can keep improving — and this is reflected in our high customer satisfaction levels. At Customer OPS, we cherish teamwork and support each other.
The Team
We’re a global, diverse team (18 languages and counting), based in Barcelona, Gdańsk, Figueira da Foz and Sao Paulo. We work in different time zones and shifts, helping customers across Asia, Europe, and South America. Teamwork, mutual support, and radical candor are our key values, with a focus on learning and growth.
How we work
Our team works with proprietary, in-house developed IT systems that automate the most repetitive processes. We have a dedicated team whose focus is to continuously review and update our tools, which allows us to stay at the top of our game.
To help our support agents be the best they can be, we employ an in-depth, comprehensive onboarding process, as well as regular training sessions. Many of our newcomers start with no previous experience of the legal aspects of travel disruptions, but with us, they quickly become air passenger rights experts.
Your career at AirHelp
We’re a diverse team who all come from different backgrounds, but our most successful team members have a couple of things in common: they’re quick learners, goal-oriented, and can adapt quickly to a constantly changing business environment.
Not only are we part of a highly dynamic industry that has to deal with frequent updates to laws and regulations, but as a company, we’re also constantly evolving as we enter new markets and implement new products. We’re looking for people who are flexible, with analytical minds who are not afraid to change things up so that we can keep optimizing our processes.
When you join us, you’ll have multiple paths for career growth: As you develop your experience and skills within one division, you may be promoted from junior to senior roles. There’s also always the possibility for a parallel move to change your division or department, so that you can work on a different aspect of our business. Eventually, you may take on leadership roles (managing people, processes, or projects) — all our supervisors and senior team managers once began their careers as agents.
FAQ
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During your first weeks at AirHelp, you will be supported by your Training Pilot, who is going to help you with a soft landing in your new role.
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During an interview with us, we want you to feel comfortable and do well. Therefore, we have prepared a short interview guide about what to expect and how to prepare. We're looking forward to meeting you! -
Read more about our recruitment process here.

I started at AirHelp as an agent, assessing claims for latino customers, and I have built a career. It was my first full-time job after college and I love that I grew by combining work with a passion of mine — traveling. I feel very lucky to work with such a unique (and important) product for travelers and with a great group of people (and Zowie, the bot!). Each of them come from different nationalities, have their own personalities, and bring individual expertise. It is never boring.
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Maciej Mazan| Team Leader in Customer Support

AirHelp gave me an opportunity for a first full-time position, doing something related to what I’m interested in: aviation. I was exposed to new knowledge, learned new skills, and the team was supportive from day one. Even in a junior position, I feel like my job adds value to the company and that I’m really part of the team.
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Mayank Anand | Junior Operations Specialist

We have a saying: ‘at AirHelp change is constant’. But I see it as evolution! We still have the same sense of freedom and diversity as when I joined the startup, 6 years ago. But now we have a bonus system, a database, and a knowledge base that is more mature. What I like the most about working in Operations is that every day is different, there is no boredom. I also appreciate that extra efforts get extra recognition: it’s fair and motivates us.
Olena Bots| Senior Airline Operations Specialist

For me, teamwork is dreamwork. Having recently moved to a new position, with new challenges, I can say I am happy to be part of a big team that is fun, friendly and focused on results. Not the typical corporate atmosphere that I hear of from other companies. Together we are learning new things and, although there is a lot to cover, our cooperation will make everything easier.
Oleksandr Horshelov| Legal Process Coordinator
Join us!
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Junior Operations Specialist in Customer Support (Italian)
Customer Operations · Gdańsk, Kraków · Hybrid Remote
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Junior Operations Specialist in Customer Support (Italian)
Customer Operations · São Paulo · Fully Remote
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Junior Specialist in Customer Support (Italian)
Customer Operations · Figueira da Foz · Hybrid Remote
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Junior Operations Specialist in Customer Support (Dutch speaker)
Customer Operations · São Paulo · Hybrid Remote
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Junior Operations Specialist in Legal Support
Customer Operations · Figueira da Foz · Hybrid Remote


