What you'll be doing:
- build and develop a unified incident management process, from detection and escalation to postmortems and preventive actions;
- structure the team’s work, increase its autonomy, and help establish scalable internal processes;
- coordinate support, product, legal, analytics, and other teams during incidents;
- develop processes for handling complex customer cases, complaints, and escalations;
- implement metrics and analytics for incidents, SLA performance, business impact, and process efficiency;
- build transparent incident tracking and process visibility in Jira and other tools;
- provide regular feedback to product teams and help prioritize problem areas;
- contribute to compensation workflows, customer communication processes, and service recovery practices.
What we expect from you:
- 2+ years of experience in incident management, operations, or customer support process management;
- experience building processes and driving cross-functional collaboration in a complex operational environment;
- proven team management experience;
- strong understanding of customer experience and customer incident / escalation handling;
- analytical mindset: ability to work with data, build dashboards, and make data-driven decisions;
- ability to translate between “technical” and “customer” language and align stakeholders across different levels;
- confident working with Jira or similar tools;
- strong organizational skills, independence, and the ability to stay focused in high-pressure situations.
Nice to have
- experience working with claims, complaints, or legal-related operational processes, and understanding of compensation economics;
- experience in OTA, travel, fintech, or similar industries.
How we work:
- work from anywhere in the world: no location restrictions, salary paid in USD, travel-loving culture;
- no bureaucracy: efficient processes, horizontal and open communication, quick idea discussion and decision-making;
- benefits compensation: private medical insurance, psychotherapy or language courses, sports activities, and sick leave.
