Multi-Task Customer Care Specialist (Legal & Sensitive Services) – remote

Fully Remote

  • Location

    Uniondale (NY)

    Montreal, QC

  • Employment level

    Direct entry

  • Function

    Customer service

  • Working time

    Full time

  • Salary

    Salary Range: $30.28 - $57.63 USD per hour

  • Publishing date

    03-31-2026

  • Application deadline

    04-14-2026

Can you turn complex challenges into compliant solutions?

Join Lufthansa Group Customer Care in the U.S. or Canada and work on legal and sensitive cases with real impact. Bring your expertise and empathy!

Apply today! 

Can you turn complex challenges into compliant solutions?

Join Lufthansa Group Customer Care in the U.S. or Canada and work on legal and sensitive cases with real impact. Bring your expertise and empathy!

Apply today! 

Tasks

Your main tasks include, among others:

  • Investigate and resolve complex customer complaints per global policies, regulatory guidelines, and service standards
  • Provide clear, empathetic, and compliant written responses
  • Maintain accurate documentation, coding, and deadlines in Customer Care systems
  • Collaborate with legal teams, regulatory bodies (DOT/CTA), and station staff
  • Ensure compliance with regulatory timelines• Support legal counsel in lawsuits and pre-legal cases
  • Handle DOT/CTA inquiries and represent LH in small claims (Canada/Quebec)
  • Negotiate settlements within authority limits
  • Maintain expertise in passenger rights regulations
  • Act as CRO (if assigned) and manage disability-related cases globally
  • Ensure compliance with DOT 14 CFR Part 382 and support prevention measures

 

*All other duties as assigned or required

Behind the scenes

Our Purpose

The Lufthansa Group connects people, cultures, and economies in a sustainable way.

 

French version available here: Spécialiste du service à la clientèle multitâche (Services juridiques et sensibles) – à distance

Our Philosophy - Diversity, Equity, Inclusion, and Belonging is a part of our DNA which enables us to remain innovative and competitive

We are committed to embracing diversity of backgrounds and perspectives, creating equitable opportunities and experiences for all, and fostering an inclusive culture that allows everyone to be their authentic selves. 

Join Lufthansa!

Lufthansa Group is an equal opportunity employer and does not discriminate based on race, color, religion, sex, national origin, age, disability, veteran status, or any other protected characteristic in accordance with applicable federal, state, and local laws.

Requirements

To thrive in this role, we value a combination of the following requirements: 

  • High school diploma required
  • Bachelor’s degree or equivalent experience preferred
  • 5+ years’ experience in tourism, customer relations, airport ops, or similar fields
  • Professional training or multi-area experience within travel/customer service
  • Fluent English required; German, French, Spanish or Portuguese are a plus
  • Expert knowledge in the following desirable: MS Dynamics, One Res, Worldtracer, Flight operations data base (ie. Obelisk), MORE or SRS reporting, Customer check-in data, SIRAX, AI promptin
  • Strong knowledge of customer service systems, travel policies, & procedures
  • Willingness to travel; assessment may apply
  • Valid work permit for the U.S. or Canada 

 

* CV/Resume & Cover Letter required

* Company will not provide relocation assistance

* Salary range applies only where required by U.S. law

Company

About Deutsche Lufthansa AG

The Lufthansa Group is an aviation group with operations worldwide. It plays a leading role in its European home market. With approx. 100,000 employees, the Lufthansa Group generated revenue of EUR 37,581m in the financial year 2023. Deutsche Lufthansa AG is organized into the business segments Network Airlines, Point-to-Point Airlines, the Aviation Services segment with the business segments Logistics, MRO and the other companies and Group functions.
www.lufthansa.com
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