Executive Escalation Lead (Travel)

Location: Remote in the United Kingdom, with occasional travel to the Oxford office as necessary. Evening shift: 4:00 PM to midnight (BST/GMT).

Company

Travel and experiences marketplace connecting travelers with content, guidance, partners, and two-sided marketplaces across accommodations, restaurants, and other travel categories.

What you will do

• Own complex, sensitive, and high-exposure cases directed to C-suite leadership, including account investigations and high-touch traveler outreach.
• Prepare executive briefings, case summaries, and resolution frameworks for C-level leadership, Legal, PR, and Compliance.
• Conduct phone and written communications with dissatisfied travelers, applying advanced conflict-resolution techniques and authorized policy exceptions.
• Investigate account histories, system logs, and transaction records from intake through closure; issue approved refunds, credits, concessions, and custom solutions.
• Guide and mentor Escalation Resolution Specialists on prioritization, complex problem-solving, de-escalation, and executive-level writing.
• Partner with Legal, Compliance, Product, Logistics, and executive stakeholders on risk mitigation, root-cause analysis, audits, process improvements, and executive dashboards.

Requirements

• 5+ years of experience in customer experience or operations, including 2–3 years managing executive, legal, regulatory, or high-risk customer escalations.
• Bachelor’s degree in Business Administration, Communications, or Legal Studies, or equivalent practical experience.
• Proven mastery of advanced conflict-resolution techniques, tactical empathy, and high-stress customer interactions.
• Experience delivering service through phone, email, live chat, and social media.
• Ability to actively listen, empathize, and tailor solutions for property owners and travelers.
• Clear, brief, and professional communication with C-level executives and high-value customers.
• Ability to evaluate complex facts, weigh corporate risk against customer retention, and exercise sound judgment under pressure.
• Experience examining complex account data, identifying systemic operational breakdowns, troubleshooting technical bugs, and implementing lasting cross-functional solutions.

Culture & Benefits

• Remote-friendly collaboration with flexibility to work onsite as often as desired or required by the team.
• Flexible scheduling and a work-life balance supported by trust and accountability.
• Base salary, annual bonuses, health benefits, employee assistance, and an annual lifestyle benefit.
• Donation matching, tuition assistance, travel discounts, and a referral scheme.
• Culture centered on traveler-first decisions, agile and data-driven execution, accountability, empathy, inclusion, and collaboration.