Remote Executive Escalation Lead — High-Touch Resolution

Tripadvisor; Oxford; Remote; GBP 90,000 - 130,000; Full time

Benefits offered by this job

Competitive compensation with annual/绩

Remote-friendly with optional on-site

Flexible schedule

Donation matching

Tuition assistance

Lifestyle benefit

Travel perks

Employee assistance program

Health benefits

Generous referral scheme

Job summary

Tripadvisor is seeking an Executive Escalation Lead to serve as the frontline owner for high‑exposure traveler cases, bridging C‑suite leadership and Service Operations. You will de‑escalate complex disputes, perform RCA, and deliver executive reporting while partnering with Legal, Compliance, Product, and Logistics.

The role is remote in the UK with occasional travel to Oxford. Evening shifts from 4:00 PM to Midnight BST/GMT and a focus on protecting traveler trust through policy exceptions and

Qualifications

• 5+ years in customer experience or operations with executive escalation experience.
• 2–3 years managing executive, legal, regulatory, or high‑risk escalations.
• Proven mastery of de-escalation techniques and tactical empathy.
• Experience delivering service across phone, email, live chat, and social channels.

Responsibilities

• Lead executive escalation management for cases directed to C‑suite leadership.
• Prepare executive briefings, case summaries, and resolution frameworks for leadership and stakeholders.
• Conduct high-touch outreach to dissatisfied travelers to restore brand trust.
• Perform end-to-end investigations of account histories and logs to resolve complex cases.
• Authorize policy exceptions and coordinate financial remedies within approved thresholds.
• Mentor escalation specialists and guide cross‑functional risk mitigation.
• Partner with Legal, Compliance, Product, Logistics, and Executive leadership on edge cases.
• Publish executive dashboards and monitor case volumes and SLAs.

Skills

Executive Escalation

C-Suite Communication

Multi-Channel Support

Risk Analysis

Conflict Resolution

Cross-Functional Leadership

Education

Bachelor's degree (Business/Communications/Law)

Job description

Tripadvisor is seeking an Executive Escalation Lead to serve as the frontline owner for high‑exposure traveler cases, bridging C‑suite leadership and Service Operations. You will de‑escalate complex disputes, perform RCA, and deliver executive reporting while partnering with Legal, Compliance, Product, and Logistics.

The role is remote in the UK with occasional travel to Oxford. Evening shifts from 4:00 PM to Midnight BST/GMT and a focus on protecting traveler trust through policy exceptions and