Customer Operations
Our Operations team is at the forefront of AirHelp’s mission to support travelers all over the world. We work in a dynamic and agile environment, think quickly and work together to find the best solutions for the best possible customer journey. We’re proud of our Excellent TrustPilot rating.
Our team
Between us, we speak 18 languages. You’ll find us tapping away at our keyboards across different time zones in Barcelona, Gdańsk, Figueira da Foz and São Paulo, helping customers across Europe, Asia, and South America. Teamwork, support and radical candor are our driving principles, and our focus on learning and growth provide a solid first step onto the professional ladder for many of our team members.
How we work
We handle claims from start to finish, liaising with worldwide airlines and our specialized network of lawyers when no friendly agreement can be reached. We can be reached 24/7 when our customers need us.
Our pioneering AI bots help us keep the fast pace and dedicate time to tackling complex cases and getting more people paid the compensation they’re entitled to.
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4.6 satisfaction score in TrustPilot
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95% quality attested work
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1.7k average of customers served daily
The day-to-day
After onboarding, expect to start your day with a morning catch-up about ongoing tasks, issues and plans. Every day is different and it’s up to you whether you stay focused at home or go to the office to work with your colleagues. Discuss your career path in weekly 1:1s or your bi-annual performance review. As you develop your skills, you may be promoted from junior to senior roles, change teams or even take on leadership roles – all of our leaders once began as agents.
#inclusiveAirHelp
As an equal opportunity employer, we’re proud of people’s uniqueness and don’t tolerate prejudice against race, color, religion, national origin, sexuality, gender, physical or mental disability, or age.
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."
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."
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
