Escalations Case Manager

TL;DR

Escalations Case Manager: Owns and resolves complex, high-impact customer cases end-to-end with an accent on investigation, decision-making, stakeholder management, and high-level communication. Focus on delivering fair, consistent, and commercially sound resolutions.

Location: Hybrid, must be based within commuting distance of hirify.global's hubs. Relocation support is available to one of hirify.global's hubs.

Company

hirify.global (formerly Travelhirify.global) is the intelligent platform for travel and spend management.

What you will do

• Own and manage escalated complaints from start to finish, investigating cases thoroughly to identify root causes and policy gaps.
• Provide clear, fair, and commercially balanced resolutions, drafting professional and empathetic responses tailored to the customer situation.
• Collaborate with Account Managers, Operations, Finance, and external partners, escalating cases appropriately when financial, legal, or reputational risk is involved.
• Ensure resolutions align with company policies and processes, flagging recurring issues and suggesting preventive improvements.
• Contribute insights on complaint trends and support process improvement initiatives to refine SOPs related to escalations and complaints.

Requirements

• Experience in Customer Care, specifically in the travel industry, handling escalations or complex cases.
• Experience working with SLAs and KPIs.
• GDS Amadeus knowledge.
• Strong ability to review complex cases and extract relevant facts.
• Excellent written communication skills.
• Confident making independent decisions within policy framework, with a strong sense of fairness and consistency.

Culture & Benefits

• Competitive compensation and equity ownership in hirify.global.
• Generous allocation of vacation days plus public holidays.
• Choice of private healthcare or a gym allowance.
• 17 weeks’ paid parental leave during your child’s first year.
• Up to 20 "Work from Anywhere" days per year.
• Four-week, fully paid sabbatical once you reach 5 years.