Customer Escalations Specialist

Location: Brighton, United Kingdom; hybrid schedule with the flexibility to work from home 1 day per week.

Company

hirify.global operates a technology-led online car-selling platform connecting private sellers with more than 8,000 dealers across the UK.

What you will do

• Handle complex customer escalations and work with stakeholders to find customer-focused solutions.
• Manage formal complaints, NPS responses, and reviews across Trustpilot, Google Reviews, and app stores.
• Resolve business-critical issues, including cases escalated to the C-suite.
• Use compensation for service recovery and manage GDPR requests.
• Collect and share customer feedback to improve operations and processes.
• Help identify and prevent fraud, security breaches, and legal claims.

Requirements

• Experience in a customer-facing role, including handling difficult conversations.
• Investigative, detail-oriented, analytical, and capable of assessing risk and prioritising work.
• Strong verbal and written communication skills with the ability to build rapport.
• Resilience, calmness under pressure, and ownership of complex issues.
• Adaptability and willingness to contribute in a fast-paced environment.

Culture & Benefits

• Standard shifts from 8:45am to 5:30pm.
• Seafront office with regular social events, office drinks, weekly massages, and free snacks.
• Stock options, pension scheme through NEST, and optional comprehensive BUPA health insurance.
• Personal development support, cycle-to-work scheme, and generous parental benefits.

Hiring process

• 30-minute qualifying screen.
• 60-minute onsite interview.
• Updates are provided within a week after each interview stage, with access to a talent partner throughout the process.