Job Details

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

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

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.