Escalations Specialist

Change the way the world travels

Join the GetYourGuide journey to connect people with unforgettable travel experiences around the world. Millions look to us for unique activities they can trust, and it’s all powered by our commitment to make every single journey extraordinary - including yours.

Ready to unlock your potential with a community of fellow explorers? Find your next role at our Berlin HQ or one of our local offices around the globe, from New York to Bangkok. Head to getyourguide.careers to take the first step.

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.

Note: This role includes periodic Saturday coverage in rotation(at least once per month).

Your mission

• 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).

Your toolkit

• 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.
• A strong drive to deliver outstanding operational outcomes while actively contributing to the continuous improvement of team performance.
• Experience navigating complex, multi-stakeholder environments with professionalism and effectiveness.
• Exceptional communication skills, complemented by strong analytical thinking, creative problem-solving, and conflict-resolution capabilities — with the ability to remain composed under pressure.
• A collaborative team player who prioritizes collective success alongside individual achievement.
• Highly organized, with the ability to manage multiple tasks simultaneously in a fast-paced setting.
• A genuine appreciation for working with people from diverse backgrounds and cultures.
• 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

Extras that give you an edge

• Fluency in other European Languages

How we’ll make your career journey extraordinary

• Annual personal growth budget and mentorship programs for continuous learning and development
• Work from anywhere in the world for 30 days per year
• A hybrid working approach with three days of in office collaboration (Mon, Tue, Thur) and two days of optional at home focus time.
• Opportunities to collaborate and socialize with team members through quarterly team events and yearly company-wide events
• Monthly transportation and fitness budget
• Discounts for you, your friends, and family on GetYourGuide activities
• Language reimbursement program
• Health and wellness benefits

And more…

How to apply

Submit your CV/resume in English using the form below. For tips and insights into our hiring process and culture, check out ‘how we hire’ and ‘life at GetYourGuide’. If you have any further questions, please don’t hesitate to get in touch at [email protected].

We’re an equal opportunities employer

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

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