Escalation Resolution Associate (Travel)

TL;DR

Escalation Resolution Associate (Customer Support): Resolving complex and escalated customer queries across phone, chat, and email with an accent on high-quality service and case management. Focus on handling legal, regulatory, and PR-sensitive issues and improving internal support processes.

Location: Hybrid (3 days per week in Oxford office, UK)

Company

hirify.global is part of the Tripadvisor Group, connecting a global audience with travel experiences and marketplaces.

What you will do

• Resolve complex and escalated customer queries via phone, chat, and email.
• Manage cases involving legal, regulatory, governmental, or PR considerations.
• Provide technical guidance and booking support to customers and agents.
• Collaborate with Team Managers on projects to improve processes and service delivery.
• Raise escalation forms for suppliers and offline support to prevent issue recurrence.

Requirements

• Must be based in the UK and able to work from the Oxford office 3 times per week.
• At least 6 months of experience in customer service (office or call centre).
• Strong written and spoken English proficiency.
• Direct Ethernet connection (min 25MB download/10MB upload) and a quiet home environment.
• Flexibility to work 8-hour shifts, including weekends and public holidays.

Nice to have

• Experience handling escalated contacts with legal, regulatory, or PR considerations.
• Experience supporting customers across multiple channels including social media.

Culture & Benefits

• Competitive compensation packages including base salary and annual bonuses.
• Remote-friendly collaboration within a worldwide team.
• Annual lifestyle benefit for travel or wellness.
• Tuition assistance for qualified educational programs.
• Comprehensive health benefits and employee assistance program.