Working Student Customer Support and Process Automation (all genders) - I am a WORKING STUDENT – what is your superpower?

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

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

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.