Working Student Customer Support and Process Automation (all genders)

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

Ihr Profil:

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