Care - Escalations Specialist

About GetYourGuide

GetYourGuide is the globally leading marketplace for unforgettable travel experiences. Travelers use GetYourGuide to discover the best things to do in a destination. Since its founding in 2009, people from all over the world have booked more than 150 million tours, activities, and attraction tickets through GetYourGuide. Powered by a global team of over 800 travel experts and technologists, we are headquartered in Berlin and have 17 local offices around the world. Visit our careers website to learn more.

Team mission

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. By driving innovation through operational enhancement, you'll champion a world-class customer experience, aiming to build customer loyalty and support our strong growth. This role reports to the Escalations Manager.

You will:

• 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, unsubscriptions).
  
  
  

Who you are:

• You are a Customer Care professional with 3+ years of experience in working in a 2nd-level customer service team, handling escalated cases in international, multi-language environments.
• You have experience in a results-driven environment, where success is partially measured by numerical performance targets.
• You are driven to deliver outstanding operational results, while actively contributing to improving operational performance of the team.
• You have experience in working in multi-stakeholder environments.
• You are an excellent communicator with strong analytical, creative problem-solving, and conflict-resolution skills, maintaining professionalism under pressure.
• You are a team player, who strives to achieve team success in addition to individual success.
• You are highly organized, capable of managing a variety of tasks in a fast-paced setting.
• You love working with people from diverse backgrounds and cultures.
• You are proficient with Zendesk, Jira, Google Suite (Sheets, Forms, Docs, Slides), and preferably Looker is a plus.
• Excellent written and verbal communication skills in English

How we set you up for success:

• Invest in your development with an annual personal growth budget
• Enjoy flexibility with a hybrid work-from-home and telecommuting policy
• Save on transportation costs with discounted public transportation tickets
• Support your loved ones with generous maternity and paternity leave policies

And more...

We look forward to hearing from you

Unlock your full potential and join our mission to create unforgettable experiences for millions around the world. If you have the skills and passion for joining our team, we invite you to apply by submitting your CV/resume in English through the form below. Check out how we hire for tips and visibility into our process and check out life at GetYourGuide. If you have any further questions, please do not hesitate to contact us via jobs@getyourguide.com.

We are an equal-opportunity employer

Our commitment is that every qualified person will be evaluated according to skills regardless of age, gender identity, ethnicity, sexual orientation, disability status, or religion. Please refrain from including your picture and age with the application.

Important notice: Protect yourself from recruitment scams

We want to ensure your safety during the application process. Please be aware of potential scammers impersonating GetYourGuide recruiters. Remember, GetYourGuide never requests payment or sensitive personal information during recruitment. All official job opportunities are exclusively posted on our Careers page. If you suspect fraudulent activity, report it to jobs@getyourguide.com. Stay vigilant and protect yourself from recruitment scams.

#LI-Hybrid