Escalation Manager (Italy)

Join Our Team as Escalation Manager at RateHawk!

At RateHawk, we believe that outstanding service comes from empowered people who can think fast, act smart, and collaborate across borders. We’re looking for an experienced Escalation Manager to take the lead in ensuring smooth, timely resolution of critical issues, while driving process optimization and long-term service excellence. If you're a problem-solver with a strong operational mindset and a passion for building efficient systems, this role is for you.

What You'll Do:

• 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.
  

What We're Looking For:

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

What We Offer:

• 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.

The Process:

• Meeting with HR: A friendly chat with our HR team.
• One minute Internet Speed Test: Just to make sure you’re all set for remote work.
• Meeting with Hiring Manager: Another friendly chat.
• Interview results and offer!
  

If this sounds like the perfect fit for you, we’d love to hear from you! Apply now and let’s create amazing travel experiences together!