Working Student Customer Support and Process Automation (all genders)
I am a WORKING STUDENT – what is your superpower?
- Location: Frankfurt
- Employment level: Temp/Working student
- Function: IT
- Working time: Full-time or part-time
You are a digital pioneer? Ask yourself, “What would I do differently if I could change it?” Let’s turn your ideas into reality. Join a dynamic team of digital enthusiasts and professionals and be part of the creative and vibrant team spirit. Become part of the Lufthansa Group Digital Hangar in Frankfurt.
Tasks
As a WORKING STUDENT, I support our Value Stream Ancillaries in enhancing the Lufthansa Group's digital travel experience. My focus is on Customer Support & Refunds for 3rd Party Ancillaries and Lounges, combining daily operations with AI-driven process improvements.
What I’ll do:
- I manage daily customer support and refund cases for 3rd Party Ancillaries and Lounges
- I process refunds, resolve payment and booking issues, and coordinate with teams and partners
- I identify recurring issues and improve processes
- I collaborate with Product and Engineering to develop and implement AI solutions (e.g. LLM-based agents, automated case classification) that streamline our support and refund workflows
- I maintain knowledge bases and FAQs to improve self-service for customers and efficient case handling for our agents
- I support automation projects from prototype to launch and track their impact
- I contribute to reporting and dashboards on support and refund performance
- I work in an international, cross-functional Product Team and gradually take on further Ancillary services
Behind the scenes
Requirements
What I’ll need:
- I am a student of (business) informatics, information systems, business administration, computer science or a comparable field – ideally already in my Master’s studies
- I will be enrolled during the whole period of the working student contract
- I have first practical experience from an internship, working student role or own project in a digital or IT environment – a strong plus, but not a must
- I am IT-affine and tech-savvy, curious about new tools, data and AI applications, and quick to pick them up
- I bring a high degree of initiative, proactivity and ownership, and enjoy driving topics forward independently
- I have an analytical, structured way of working paired with strong organizational and communication skills
- I have a very good command of English; German is a plus
Benefits
Free parking
Flight privileges
Cafeteria
Subsidized public transport
Business cell phone / iPad
Special deals with selected partners
Employee events
Part-time models
Hybrid working possible
Flexible working hours
Development programs / Training options
Mentoring
Company sports / gym
Free snacks / drinks
Free parking, Flight privileges, Cafeteria , Subsidized public transport, Business cell phone / iPad, Special deals with selected partners , Employee events, Part-time models, Hybrid working possible, Flexible working hours, Development programs / Training options, Mentoring, Company sports / gym, Free snacks / drinks
Contact
Tim Römer
Lufthansa Group Digital Hangar GmbH
About Lufthansa Group Digital Hangar GmbH
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