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.