Working Student Customer Support and Process Automation (all genders)

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

A day with us

Hotfixes, release cycles, PI planning...- are part of our everyday life. The difference is that you have the opportunity to design the digital touchpoints for passengers of the Lufthansa Group airlines.Your ideas are transformed into customer-centric high-end IT solutions.

Digital Hangar on LinkedIn

A day with us

Hotfixes, release cycles, PI planning...- are part of our everyday life. The difference is that you have the opportunity to design the digital touchpoints for passengers of the Lufthansa Group airlines.Your ideas are transformed into customer-centric high-end IT solutions.

Digital Hangar on LinkedIn

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

E-Mail

About Lufthansa Group Digital Hangar GmbH

Creating the world’s best connected travel experience – physical, human, and digital – for all Lufthansa Group airline brands is our goal. We’re committed to driving the digital transformation and becoming leaders and innovators in developing next-level digital solutions for the airline industry. We operate with 100% focus on delivering tangible value-adding solutions and develop best-in-class features for over 145 million passengers that travel on our 5 airline brands every year.

Learn more