Executive Escalation Lead

🔥 0 minutes ago

🇬🇧 United Kingdom – Remote

⏰ Full Time

🟠 Senior

👔 Executive

🇬🇧 UK Skilled Worker Visa Sponsor

This company has sponsored UK Skilled Worker visas in the past.

👻 Ghost score 10%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Tripadvisor

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2000

🏨 Hospitality

📦 Logistics

📣 Marketing

💰 $300M Post-IPO Equity on 2021-03

Hospitality • Logistics • Marketing

Tripadvisor is a popular online travel platform that offers a wealth of resources for planning trips, booking hotels, finding restaurants, and exploring activities worldwide. Known for its extensive traveler reviews and Travelers’ Choice Awards, Tripadvisor helps users discover top destinations and experiences, find award-winning dining options, and engage with travel content from various creators. The platform also allows users to book tours and attractions, compare vacation rentals, and access travel tools to enhance their travel experiences. Tripadvisor serves travelers around the world by providing insights, reviews, and guidance for a wide range of travel-related services.

📋 Description

• Own and manage cases directed to C-suite leadership, including deep-dive investigations and high-touch associate outreach • Author executive briefings, case summaries, and resolution frameworks for C-level leadership, Legal, PR, and Compliance • Conduct high-touch phone and written outreach to dissatisfied travelers • Apply conflict-resolution techniques and policy exceptions to restore brand trust • Investigate account histories, system logs, and transaction records from intake through closure • Issue refunds, credits, concessions, and custom solutions within approved financial thresholds • Guide and mentor Escalation Resolution Specialists • Partner with Legal, Compliance, Product, Logistics, and Executive leadership to mitigate corporate risk • Document escalation root causes, conduct post-incident audits, and identify systemic failure points • Report executive case volumes, Resolution Time SLAs, repeat failure trends, and post-escalation sentiment scores through executive dashboards

🎯 Requirements

• 5+ years in customer experience or operations • At least 2–3 years managing executive, legal, regulatory, or high-risk customer escalations • Bachelor’s degree in Business Administration, Communications, Legal Studies, or equivalent practical experience (preferred qualifications) • Proven mastery of advanced conflict-resolution techniques and tactical empathy • Experience managing high-stress customer interactions • Experience delivering service across phone, email, live chat, and social media channels • Ability to investigate account histories, system logs, and transaction records • Ability to perform root-cause analysis and identify systemic operational breakdowns • Ability to communicate clearly and professionally with C-level executives and high-value customers • Ability to evaluate corporate risk against customer retention and make decisions under pressure • Ability to troubleshoot technical bugs and collaborate cross-functionally • Ability to work an evening shift from 4:00 PM to midnight (BST/GMT)

🏖️ Benefits

• Competitive compensation packages, including base salary and annual bonuses • Remote-friendly collaboration with “work your way” flexibility and option to join on-site as often as desired or required by the team • Flexible schedule • Donation matching for qualifying charitable donations • Tuition assistance for qualified programs • Annual lifestyle benefit for travel, wellness, or other uses • Travel discounts and other travel perks • Employee assistance program • Health benefits with coverage and competitive premiums • Generous referral scheme with awards for successful referrals

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