CUSTOMER LIABILITY SPECIALIST

Do you thrive in a fast-paced operational environment and enjoy applying structured thinking and regulatory awareness to real-world situations? Are you motivated by solving complex cases and influencing processes that impact thousands of travelers? If so, this role could be your next challenge!

As a Customer Liability Specialist, you will represent SAS in passenger rights claims and act as a trusted partner in applying rules and guidelines to operational realities. You’ll work closely with internal stakeholders to make quick, well-founded eligibility decisions and contribute to shaping efficient, customer-focused solutions.

• Collaborate with SAS operational departments to investigate disruptions and apply customer service measures
• Collect and prepare evidence for legal statements
• Ensure compliance with relevant air passenger rights regulations
• Apply a commercially sound case management and negotiation strategy
• Interface with national enforcement bodies and trade organizations
• Contribute to cross-functional process development
• Assist in managing escalated customer complaints
• Support and train customer service staff

The Team
You will join a dedicated and collaborative team based at SAS headquarters in Frösundavik, Stockholm. We value precision, efficiency, and a holistic approach to problem-solving. Our culture is built on mutual support and continuous improvement.

To be successful, we believe you have:

• A bachelor’s degree or relevant industry experience
• At least two years of experience in the airline industry
• Strong organizational and planning skills, with excellent problem-solving ability
• Capacity to manage multiple projects, prioritize, and meet deadlines with attention to detail
• A self-driven mindset and ability to see both the big picture and the details
• Comfort working in an international environment and collaborating across distributed teams

Travel Perks: Enjoy discounted travel opportunities around the world with SAS
Health & Wellness: Access to health and wellness benefits, including a newly renovated gym with complimentary classes such as CrossFit and yoga
Discounts: Receive discounts from a wide range of brands, as well as on transportation to and from airports, airport shops, hotels, and car rentals
Work Environment: Our office location in Frösundavik offers a vibrant workspace with a restaurant, café, and easy access to outdoor activities in Hagaparken and Brunnsviken. Engage in running, tennis, outdoor gym sessions, kayaking, and stand-up paddling with equipment available free of charge
Convenient Commute: Benefit from a non-stop bus service connecting our office to Solna station, and commuter trains, alongside a network of cycle paths

Other of importance

• Deadline for application: 21/09/2025. Applications are processed continuously
• Desired start date: As soon as available
• Position: Full-time (100%) with a 6-month probation period
• Location: Frösundavik, Stockholm. Partial remote work is possible according to hybrid policy
• EU work permit: Required
• Background check: Will be conducted at the final stage of the recruitment process

If you have questions about this position, you are warmly welcome to contact Alexander Vasberg, Head of Customer Liability, via email: alexander.vasberg@sas.se.

Please note that we are not able to handle any applications sent by email due to GDPR.
We look forward to hearing from you!

SAS is Scandinavia's leading airline. For more than 75 years, we have been flying and connecting Scandinavia with the world and the world with Scandinavia. We have always been at the forefront of what is new and scouting the horizon. We have seen the world change, sometimes over a long period of time, and sometimes quite suddenly. Changes that have made us rethink, adapt and build new. We are moving towards a future where change and the need for new thinking is constant. A future of conscious thinking and sustainable innovation.