Escalations Specialist

As a Care Escalations Specialist, you'll be a key player in our global Care team, managing escalations that are a crucial part of our global Customer Care setup. You'll execute our service strategy by handling customer-facing outlier cases of high complexity with significant customer and business impact.

What you'll do

• Handle the daily inflow of escalated B2C tickets, focusing on sensitive and/or outlier cases.
• Manage customer outreach and booking management for large-scale events affecting multiple customers.
• Address specific scenarios impacting customers flagged by GetYourGuide teams (e.g., Payment & Fraud) requiring customer outreach.
• Lead and support areas facilitating in-house and BPO escalation operations, such as quality assurance, process ownership, data management, and supporting the BPO L2 team(s).
• Consistently detect and flag product defects to stakeholder teams, both within and outside of Care, contributing significantly to product enhancements.
• Manage personal data-related customer requests according to GDPR regulations (data deletion, data access, un-subscriptions).

What you'll need

• 3+ years of experience in a 2nd-level customer service role, managing escalated cases within international, multi-language environments.
• Familiarity with AI tools such as Claude, Langdock, Loveable, or Copilot.
• Proven track record in results-driven environments, where performance is measured against defined numerical targets.
• Exceptional communication skills, complemented by strong analytical thinking, creative problem-solving, and conflict-resolution capabilities — with the ability to remain composed under pressure.
• Proficiency in Zendesk, Jira, and Google Suite (Sheets, Forms, Docs, Slides); experience with Looker is a plus.
• Excellent written and verbal communication skills in English.

Nice to have

• Fluency in other European languages.

What they offer

• Annual personal growth budget and mentorship programs for continuous learning and development.
• Work from anywhere in the world for 30 days per year.
• Hybrid working approach with three days of in-office collaboration and two days of optional at-home focus time.
• Monthly transportation and fitness budget.
• Discounts on GetYourGuide activities for you, your friends, and family.
• Health and wellness benefits.