AI Chat Escalations Agent

Ryanair Ltd.; Warszawa; On-site; EUR 30,000 - 50,000; Full time

Job summary

Join a forward-thinking airline as an AI Chat Escalations Agent in Warsaw. This innovative role combines traditional customer service with cutting-edge technology, empowering you to handle escalated cases and provide exceptional support to millions of passengers. With a focus on problem-solving and customer satisfaction, you'll thrive in a dynamic environment that values adaptability and collaboration. Enjoy competitive benefits and opportunities for career progression within Europe's largest airline. If you're eager to make a difference through technology and customer service, this is the perfect opportunity for you.

Benefits

Staff Travel Benefits

Competitive Salary

Training in Modern Tools

Career Progression Opportunities

Qualifications

• Experience in a customer support role, preferably in a digital environment.
• Excellent written English skills; additional languages are a plus.

Responsibilities

• Handle escalated live chat cases from AI bots, providing fast and accurate support.
• Utilize internal tools and translation technology to assist customers.

Skills

Customer Support

Problem-Solving

Written English Communication

Computer Literacy

Adaptability

Education

1-2 years in Customer Support

Tools

CRM Systems

Translation Technology

Job description

Ryanair is currently recruiting for AI Chat Escalations Agent to join Europe’s Largest Airline Group.

This is an excellent opportunity to join Ryanair as we aim to grow to over 800 aircraft and 300 million passengers annually within the next 10 years.

These new roles will enable you to Be part of something smarter, faster, and bolder as we elevate customer support. We are establishing a new, innovative Customer Operations Centre in Warsaw, and we are looking for AI Chat Escalations Agents to be part of this exciting project.

This position goes beyond traditional customer service. You will work in a tech-enabled environment where AI manages routine tasks, and you handle the critical moments. With seamless transitions from bots to humans, translation tools at your disposal, and the responsibility to serve 300 million passengers, you will be empowered to solve problems, delight customers, and shape the future of digital support at Ryanair.

As an AI Chat Escalations Agent, you will play a key role in providing outstanding support to Ryanair passengers. Your proactive, resolution-oriented approach, and exceptional service skills will ensure positive customer interactions, directly impacting customer satisfaction and loyalty. We seek smart individuals eager to make a difference through technology, serving millions of passengers.

As part of the application process, you will need to complete:

1. Online Assessment
2. Phone Screen
3. In-person assessment day, including an interview

If successful, training courses will commence from August 2025!

Please submit all resumes in ENGLISH only!

Responsibilities:

• Handle escalated live chat cases from AI bots, providing fast, empathetic, and accurate support.
• Utilize internal tools and translation technology to assist customers across multiple markets and languages.
• Resolve complex queries related to bookings, flight changes, refunds, and more.
• Document customer interactions clearly within CRM systems.
• Collaborate with team leaders, SMEs, and technical teams to improve the customer experience.
• Contribute to building a high-performance, digital-first support culture.

Requirements:

• 1–2 years in a customer support role, preferably in a fast-paced or digital environment.
• Excellent written English communication skills (additional languages are a plus).
• A calm, customer-first problem-solving approach, even under pressure.
• High computer literacy, fast typing skills, and ability to navigate multiple systems.
• Adaptability to a dynamic, tech-driven support environment.
• Motivation to achieve performance goals while delivering exceptional customer service.
• Flexibility to work shifts, including weekends and evenings.
• Eligibility to work in Poland, including police clearance and references.
• Ability to work in a vibrant, collaborative workplace within a fast-growing support centre.
• Flexible shift patterns, including 4-on/4-off options.
• Competitive salary and benefits package.
• Staff travel benefits across the Ryanair network.
• Opportunities for career progression within Europe’s largest airline.
• Training in modern tools and AI-enhanced support systems.