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

📌 Internship Customer Support (España)
🏢 Caravelo
📍 España