Junior Operations Specialist

Are you a multilingual problem solver looking forward to helping air passengers globally with their delayed, cancelled, or overbooked flights? Join our global Operations Team (25 nationalities and counting!) as a Junior Specialist in Customer Support and make a difference to air travelers while being supported by our proprietary Artificial Intelligence technology. 

You'll be the frontline hero on the Brazilian jurisdiction, supporting customers throughout their claim handling journey: assessing claims, resolving queries, and providing clear, friendly communication across email, phone, chat, and social media channels. You'll need to master airline industry regulations and customer service excellence simultaneously.

Please submit your CV in English.

Location: São Paulo
Working type: Hybrid
Salary: 3346 BRL gross/month + performance bonus

What will you drive:

• Deliver timely, accurate, and empathetic support to customers via multiple channels (phone, email, WhatsApp).
• Successfully resolve customer queries and technical issues while maintaining high customer satisfaction scores.
• Apply basic legal knowledge (provided through training) to advise air travelers on their rights and claims.
• Identify customer needs and guide users through platform features and functionalities.
• Monitor, analyze, and report product issues and customer feedback to relevant teams. Maintain accurate internal databases with customer interactions and technical issues.
• Contribute to continuous improvement by sharing insights, workarounds, and feature requests with cross-functional teams.
• Follow established procedures while achieving efficiency and quality targets.

What targets will you have:

The targets listed are current, but may vary and are not exhaustive.

• Lowering the quantity of pending claims volume requiring handling.
• Maintain or improve the Response Time in our main service tool and WhatsApp.
• Improve the Percentage of Complete Claims ready for the next operational stage in the month.
• Reduce customer abandonment rate during the process.

Every month, each of these targets will have a quantified goal. The individual Key Indicators are to be met to earn bonuses.

What sets you apart:

(Disclaimer: We understand that you may not tick every box. But if you are excited about the idea of joining AirHelp, we'd love to hear from you anyway).

• Fluent communication (spoken and written) in Brazilian/Portuguese and English, with the ability to explain complex information clearly.
• Strong problem-solving skills with a drive to see issues through to resolution.
• Empathy and genuine passion for helping people, willing to go the extra mile.
• Attention to detail and ability to follow procedures accurately.
• Multi-tasking capabilities while maintaining quality standards.
• Patience when handling difficult cases and challenging customer interactions.
• Availability to work Monday to Friday, during business hours (8h-18h, with intervals).

Why AirHelp:

• Group life insurance.
• Food allowance. 
• Wellhub
• Mindfulness platform (Mindgram).
• Unlimited, free use of AirHelp Plus.
• Internal training programs and knowledge-sharing events. 

About AirHelp

At AirHelp, we're on a mission to make the world of travel better. Since our foundation in 2013, we've assisted over 3 million passengers in receiving their rightful compensation, and we've protected over 12 million travelers through our membership program, AirHelp+. With a global team of over 400 AirHelpers speaking 19 languages, we aim to provide a stress-free travel experience for all. Our commitment extends to standing up to airlines in court and advocating fair air passenger rights through APRA. 

And there’s more! AirHelp isn’t just a great company, but a truly lovable place to work. That's why we're so proud to have been named a Most Loved Workplace, also for LGBTQ+, women and young professionals. 

We’re committed to equal opportunities and diversity. Our offices are fully accessible, and we customize interviews to accommodate special needs, including those of neurodiverse candidates. Refugees and displaced individuals are encouraged to apply. We look forward to hearing from you!