Escalation Manager

Summary

Join RateHawk's team as an Escalation Manager, leading the resolution of critical issues and driving process optimization. You will take ownership of complex cases, coordinating with suppliers and internal teams for timely resolution. Responsibilities include facilitating cross-team collaboration, working with leadership on backlog management, and driving best practices through coaching and training. You will also support strategic projects focused on cost savings and service optimization, and contribute to operational efficiency through data-driven monitoring. This role requires experience in escalation or incident management, strong analytical and problem-solving skills, excellent communication, and a leadership mindset. RateHawk offers remote work, a base salary plus monthly bonus, a dynamic team, growth opportunities, learning and development, and corporate perks.

Requirements

• Experience in Escalation or Incident Management within a service, support, or operations environment
• Strong Analytical & Problem-Solving Skills: You’re not just putting out fires; you're building fire-proof systems
• Excellent Communication: Able to coordinate between multiple stakeholders and ensure clear, timely updates at every step of the escalation process
• Leadership & Initiative: Comfortable leading cross-functional efforts, sharing knowledge, and mentoring teams on proactive issue handling
• Process-Oriented: Experience in process design, optimization, and service standardization
• Team Player with a Coaching Mindset: Supportive of others, open to feedback, and focused on continuous improvement

Responsibilities

• Lead Escalation Management: Take ownership of complex or high-impact cases, ensuring effective coordination with suppliers and internal departments to drive timely resolution
• Facilitate Cross-Team Collaboration: Act as a key bridge between the service team, suppliers, and internal stakeholders to ensure transparency, alignment, and accountability during escalations
• Work with Leadership: Support the Service Manager, Team Leaders, and Leadership Team (LT) in managing backlog, monitoring critical issues, and implementing response actions during crisis situations or partner-impacting incidents
• Drive Best Practices: Collaborate closely with frontline teams to share learnings from escalations and embed best practices through coaching, training, and regular reviews
• Support Strategic Projects: Partner with Leadership team and cross-functional teams on process improvement initiatives focused on cost savings, incident prevention, service optimization, and standardization
• Enable Tier Partner Excellence: Provide enhanced operational support for Tier partners, ensuring consistent, high-quality service experiences
• Contribute to Operational Efficiency: Identify root causes of recurring issues and lead initiatives that drive down escalations through preventive strategies
• Data-Driven Monitoring: Analyze trends, track performance, and provide feedback to improve the quality and speed of issue resolution

Preferred Qualifications

Industry Background: Experience in the travel industry or with B2B service operations is a strong plus

Benefits

• Remote Work: Work from the comfort of your home!
• Salary: base payment + monthly bonus
• Dynamic Team: Be part of a young and energetic group of specialists
• Growth Opportunities: Tackle interesting and ambitious tasks that will elevate your professional skills
• Learning & Development: We support your growth through seminars, trainings, and conferences
• Perks: Take advantage of corporate discounts on hotels and other services