Internship Customer Support - Customer Operations

Job description

About Caravelo Airlines have spent decades selling one trip at a time. At Caravelo, we help them build recurring relationships with their customers instead. We build the technology behind airline subscription products used by carriers around the world, combining SaaS, payments, booking systems and airline integrations in one platform. Once those products are live, our Customer Operations team helps customers keep them running smoothly. That is where this internship comes in. The mission As a Customer Support Intern , you will help our airline clients get answers, solve everyday problems and keep their subscription programs running smoothly. You will start with straightforward and recurring support requests, learning how Caravelo works and how each customer and end-user uses the platform. As your knowledge grows, you will take ownership of more cases: understanding what the customer is reporting, gathering the right information, reproducing problems when possible, identifying what you can resolve directly and knowing when another team needs to get involved. A big part of the role is communication. Customers should always understand what is happening, what we know, what we are investigating and what happens next. The goal of the internship is for you to become increasingly confident navigating a real B2B SaaS platform, communicating with international customers and solving problems in a structured way. You will work within our Support team, under Customer Operations, and collaborate regularly with Project Managers, Customer Solutions Engineers and Product & Engineering. What you'll do Own customer requests You will help manage incoming support requests from our airline customers. You will: Review incoming tickets and understand what the customer needs. Resolve recurring requests using documented procedures and known solutions. Take ownership of assigned cases from first response through resolution. Keep customers informed with clear, timely updates. Recognize when a case requires deeper investigation or help from another team. Escalate cases with the context and information needed for someone else to continue efficiently. As you learn the platform, the range of cases you can resolve independently will grow. Communicate clearly with customers Good support is not only about finding the answer. It is also about making the customer feel that someone owns the problem. You will: Write clear, friendly and professional responses. Ask the right questions when information is missing. Explain next steps without unnecessary technical language. Set expectations when an investigation takes time. Make sure the customer is not left wondering what is happening. You will work with customers and colleagues from different countries and backgrounds, so clear communication and empathy matter a lot. Investigate problems Not every ticket will have an immediate answer. You will learn how to investigate issues by: Reproducing reported behaviour. Gathering the information needed to understand what happened. Reviewing logs and system information with guidance from the team. Looking at data to understand the impact of an issue. Using spreadsheets or simple queries to identify patterns. Preparing a concise summary when a case needs to be escalated. You are not expected to diagnose complex technical incidents alone. We do expect you to become increasingly good at answering: What happened? Who is affected? What have I already checked? What do we need next? Improve our knowledge You will gradually build a strong understanding of Caravelo's platform and of how each customer uses it. You will also help make that knowledge easier for the next person to find. That includes: Documenting solutions to recurring issues. Improving internal support guides. Flagging unclear or outdated procedures. Identifying repeated problems or patterns. Suggesting small improvements to make support more efficient or the customer experience better. We actively use AI tools at Caravelo, and you will be encouraged to use them thoughtfully to investigate, summarize, document and remove repetitive work. What success looks like You are succeeding in this internship when: You can independently resolve an increasing number of common customer requests. Customers receive clear, timely updates and know what is happening with their case. Your escalations contain enough context for another team to act without starting the investigation again. You understand the main Caravelo product flows and where to look when something goes wrong. You can distinguish between something you can solve, something you need to investigate further and something that needs specialist help. You contribute useful documentation and help make recurring support work easier over time. What you bring Must have A strong customer mindset: you enjoy helping people and take their questions seriously. Clear written and verbal communication, with professional working English. An organised and structured way of working: you keep track of details and follow things through. Curiosity and problem-solving instinct: when something does not make sense, you want to understand why. Confidence using digital tools and willingness to learn how a complex software platform works. You are currently studying and able to complete an internship agreement with your university or educational institution, if required. Nice to have Basic experience with spreadsheets, data analysis or SQL. Familiarity with ticketing systems, APIs, logs or SaaS products. Previous experience helping customers or users, whether through work, university projects, volunteering or another context. Previous professional support experience is not required. The kind of professional who tends to enjoy this role This role tends to suit someone who likes helping people but also enjoys figuring things out. You are patient when someone explains a problem badly. You ask questions instead of making assumptions. You like bringing order to information that initially feels messy. You are comfortable saying, “I don't know yet, but I'll find out.” And when you discover that the same question has been answered five times, your instinct is to document it so the sixth person can solve it faster. What we offer What you'll learn During the internship, you will gain practical experience in: Supporting international B2B SaaS customers. Understanding airline subscription products and customer journeys. Prioritising and managing support requests. Investigating incidents and reproducing problems. Communicating during issues and keeping customers informed. Working with logs, data and basic technical tools. Collaborating with Product, Engineering, Professional Services and Customer Operations. Building documentation and improving support processes. Using AI responsibly as part of everyday operational work. What we offer A paid internship with real customer exposure and responsibility from early on. Guidance and regular feedback from experienced members of the Customer Operations team. Hands-on experience working with international airline customers. The opportunity to understand how a global B2B SaaS product operates after go-live. Space to learn technical tools and develop stronger investigation skills. Barcelona-based hybrid working environment. Flexible working hours within the agreed internship schedule. Regular company events and celebrations. Internship duration, weekly hours, compensation and applicable benefits will be confirmed during the process. Our hiring process For internships, we keep the process shorter and lighter than our standard hiring process. Intro conversation A short conversation with our People team to get to know you, understand what you are looking for and explain Caravelo and the internship. Short practical exercise A simple customer-support scenario designed to understand how you structure information, communicate with a customer and decide what you would do next. Team interview Meet members of the Customer Operations team, discuss the exercise and learn more about how Support works day to day. We are not looking for years of experience or trick answers. We want to understand how you communicate, how you think and how you approach something you do not immediately know how to solve. Interested? If you want your first experience in tech to combine customers, problem solving and learning how a real SaaS product works, we'd like to hear from you. You don't need previous support experience. Bring curiosity, clear communication and the willingness to take ownership and learn.