Junior Operations Specialist in Legal Support (back-office)

At AirHelp, we’re building the world’s most trusted platform for air passenger rights. Every day, millions of travelers face delays, cancellations, and overbookings - and we step in to turn frustration into fair compensation.

This is your opportunity to join a high-impact claims operations team working at the intersection of customer experience, aviation, and cross-border dispute resolution. You’ll collaborate with internal stakeholders and external partners, take ownership of complex customer cases, and help scale a mission-driven product that creates real outcomes for real people.

No legal degree required - what matters is your ownership mindset, curiosity, and ability to deliver results with precision.

This role can be based in Kraków or Gdańsk. We work in a hybrid setup (once per week in the office).
Salary: 5500-6000 PLN gross/month + monthly performance bonus

What you’ll drive:

• Engage with airlines and partners to progress cases toward compensation outcomes.
• Review and assess rejected or unresolved claims, identifying the best next steps for resolution.
• Collect, validate, and structure required case documentation to ensure readiness for escalation when needed.
• Prepare cases for handover to external partners when formal proceedings become necessary.
• Work cross-functionally to improve workflows, reduce cycle times, and increase successful case outcomes.
• Balance speed, quality, and customer impact while consistently meeting or exceeding KPIs.

What you’ll achieve in your first 12 months:

• Manage a high-volume portfolio of customer claims, mainly within standard (non-legal) workflows
• Deliver strong accuracy and SLA performance
• Build effective collaboration with internal teams
• Develop a solid understanding of airline regulations and claim processes
• Gradually gain exposure to more complex or escalated (legal-stage) cases
• Be recognized as a reliable, high-impact team member

What sets you apart

Disclaimer: We understand that you may not tick every box. But if you are excited about the idea of joining AirHelp, we'd love to hear from you anyway.

• An eagerness to learn a lot of new things, both about the airline industry and the specifics of European jurisdictions.
• Strong attention to detail and ability to follow structured procedures
• Curiosity and eagerness to learn about aviation, law, and international regulations
• Comfort working in a fast-paced, performance-driven environment
• Proactive mindset with strong ownership and accountability
• Genuine interest in legal topics, regulations, and how legal processes work in practice (any experience in the field is a plus).
• Clear communication skills and fluency in English.

Perks and benefits:

• Private life and health Insurance. 
• Flexible benefits: gym membership, personal education, childcare, public transportation, or leisure travel subsidy.
• Annual travel allowance.
• Work from anywhere for up to 2 weeks/year.
• Language classes.
• Personalized progression plan. 
• Internal training programs and knowledge-sharing events.
• Unlimited, free use of AirHelp’s services.
• Pre-paid virtual card.
• Office commute subsidy.
• Access to mindfulness and well-being platform (Mindgram).
• Team days and Parties. 

About AirHelp

At AirHelp, we're on a mission to make the world of travel better. Since our foundation in 2013, we've assisted over 3 million passengers in receiving their rightful compensation, and we've protected over 12 million travelers through our membership program, AirHelp+. With a global team of over 400 AirHelpers speaking 19 languages, we aim to provide a stress-free travel experience for all. Our commitment extends to standing up to airlines in court and advocating fair air passenger rights through APRA. 

And there’s more! AirHelp isn’t just a great company, but a truly lovable place to work. That's why we're so proud to have been named a Most Loved Workplace, also for LGBTQ+, women and young professionals. 

We’re committed to equal opportunities and diversity. Our offices are fully accessible, and we customize interviews to accommodate special needs, including those of neurodiverse candidates. Refugees and displaced individuals are encouraged to apply. We look forward to hearing from you!