Executive Escalation Lead (Traveltech)

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

Company

hirify.global is a Tripadvisor Group travel and experiences business connecting travelers with experiences through content, travel guidance, and a two-sided marketplace.

What you will do

• Own executive escalations and direct deep-dive investigations into complex, sensitive, and high-risk traveler cases from intake through closure.
• Prepare executive briefings, case summaries, and resolution frameworks for C-level leadership, Legal, PR, and Compliance.
• Conduct high-touch phone and written traveler outreach, applying advanced conflict-resolution techniques and authorized policy exceptions.
• Approve appropriate refunds, credits, concessions, and custom solutions within approved financial thresholds.
• Guide and mentor Escalation Resolution Specialists on prioritization, complex problem-solving, de-escalation, and executive-level communications.
• Partner with Legal, Compliance, Product, Logistics, and executive stakeholders on risk mitigation, root-cause analysis, post-incident audits, continuous improvement, and executive reporting.

Requirements

• 5+ years of experience in customer experience or operations, including 2–3 years specifically managing executive, legal, regulatory, or high-risk customer escalations.
• Bachelor’s degree in Business Administration, Communications, Legal Studies, or equivalent practical experience.
• Proven mastery of advanced conflict-resolution techniques, tactical empathy, and high-stress customer interactions.
• Experience delivering service across phone, email, live chat, and social media channels.
• Strong active listening, empathy, solution tailoring, executive presence, discretion, and professional communication.
• Ability to evaluate complex facts, weigh corporate risk against customer retention, and exercise sound judgment under pressure.
• Skill in analyzing complex account data, identifying systemic operational breakdowns, and advocating for process improvements.
• Ability to troubleshoot technical bugs, anticipate operational blockers, and collaborate cross-functionally on lasting solutions.

Culture & Benefits

• Remote-friendly collaboration within a worldwide team, with flexibility to work on-site as often as desired or required by the team.
• Flexible scheduling and a work-life-balance-oriented culture based on trust and accountability.
• Competitive compensation with base salary and annual bonuses, health benefits, and an employee assistance program.
• Donation matching, tuition assistance, an annual lifestyle benefit, travel discounts, and a referral scheme.
• Culture focused on travelers, fast data-driven execution, continuous improvement, empathy, collaboration, and shared accountability.