Key skills
CommunicationCollaboration
About this role
Role Overview
- Engage with airlines and partners to progress cases toward compensation outcomes.
- Review and assess rejected or unresolved claims, identifying the best next steps for resolution.
- Collect, validate, and structure required case documentation to ensure readiness for escalation when needed.
- Prepare cases for handover to external partners when formal proceedings become necessary.
- Work cross-functionally to improve workflows, reduce cycle times, and increase successful case outcomes.
- Balance speed, quality, and customer impact while consistently meeting or exceeding KPIs. What you’ll achieve in your first 12 months:
- Manage a high-volume portfolio of customer claims, mainly within standard (non-legal) workflows
- Deliver strong accuracy and SLA performance
- Build effective collaboration with internal teams
- Develop a solid understanding of airline regulations and claim processes
- Gradually gain exposure to more complex or escalated (legal-stage) cases
- Be recognized as a reliable, high-impact team member
Requirements
- An eagerness to learn a lot of new things, both about the airline industry and the specifics of European jurisdictions.
- Strong attention to detail and ability to follow structured procedures
- Curiosity and eagerness to learn about aviation, law, and international regulations
- Comfort working in a fast-paced, performance-driven environment
- Proactive mindset with strong ownership and accountability
- Genuine interest in legal topics, regulations, and how legal processes work in practice (any experience in the field is a plus).
- Clear communication skills and fluency in English.
Benefits
- Private life and health Insurance.
- Flexible benefits: gym membership, personal education, childcare, public transportation, or leisure travel subsidy.
- Annual travel allowance.
- Work from anywhere for up to 2 weeks/year.
- Language classes.
- Personalized progression plan.
- Internal training programs and knowledge-sharing events.
- Unlimited, free use of AirHelp’s services.
- Pre-paid virtual card.
- Office commute subsidy.
- Access to mindfulness and well-being platform (Mindgram).
- Team days and Parties.