Escalations Case Manager
About Us
Perk (formerly TravelPerk) is the intelligent platform for travel and spend management. Built to tackle the time-consuming, manual work that gets in the way of real work, our tools automate everything from travel bookings to expenses, invoice processing, and more. By eliminating this shadow work that wastes hours, erodes morale, and saps innovation, we’re on a mission to power real work, with real impact.
We’re trusted by more than 10,000 companies worldwide, including Wise, On Running, Breitling, and Fabletics, and we’re tackling the 7 hours of lost productivity per employee each week, a $1.7 trillion problem.
Founded in 2015, Perk has grown into a global company of more than 1,800 people across 12 offices globally, with headquarters in London and Boston. We combine innovation, control, and simplicity to transform how businesses work and how people feel at work.
At Perk, we’re driven by our values, like being an owner, delivering a 7-star experience, and working as one team. We value curiosity, purpose, and mindset, not just knowledge, to unlock the power in your potential. Our talent team brings together leading minds from the travel and SaaS industries, representing over 70 countries. If you’re excited about having a real impact and shaping how millions of people experience work, we’d love you on the team.
Visit www.perk.com to learn more.
The Role
The Escalations Case Manager owns and resolves complex, high-impact customer cases end-to-end. This includes formal complaints, escalations, sensitive service failures, and reputational risk situations.
The role combines investigation, decision-making, stakeholder management, and high-level communication to deliver fair, consistent, and commercially sound resolutions.
Your scope will be:
Escalated complaints from various sources
Executive-level escalations
Financial disputes
Reputational risk cases
Regulatory-sensitive matters
Cross-functional cases requiring coordination
What will you be doing?
Complaint Handling & Resolution
Own and manage escalated complaints from start to finish
Investigate cases thoroughly (reviewing tickets, timelines, policies, internal notes, supplier information, etc.)
Identify root causes and policy gaps
Provide clear, fair, and commercially balanced resolutions
Draft professional, empathetic responses tailored to the customer situation
Stakeholder Management
Collaborate with Account Managers, Operations, Finance, and external partners
Escalate cases appropriately when financial, legal, or reputational risk is involved
Act as a point of contact for complaint-related queries internally
Risk & Quality Control
Ensure resolutions align with company policies and processes
Flag recurring issues and suggest preventive improvements
Maintain high documentation standards in internal systems
Continuous Improvement
Contribute insights on complaint trends
Support process improvement initiatives
Help refine SOPs related to escalations and complaints
What will you need to succeed?
Experience in Customer Care and specifically in the travel industry
Handling escalations or complex cases
Experience working with SLAs and KPIs
GDS Amadeus knowledge
The ideal candidate:
Enjoys solving complex problems, Is naturally investigative - Strong ability to review complex cases and extract relevant facts
Is confident but not rigid - High resilience, Calm under pressure, Able to deliver difficult decisions clearly and empathetically
Cares about customer experience but understands business impact - Good judgment when balancing customer satisfaction and business protection
Thrives in ownership-based roles
Communication Skills & Emotional Intelligence - Excellent written communication
Decision Making - Confident making independent decisions within policy framework, Strong sense of fairness and consistency
Stakeholder Management - Collaborative approach, Comfortable pushing back when needed
What you will get in return - Our Benefits
Receive competitive compensation and equity ownership in Perk.
Rest and recharge with our generous allocation of vacation days plus public holidays.
Take control of your physical health with your choice of private healthcare or a gym allowance.
Know that your loved ones are protected financially through your Life Insurance if the worst were to happen.
Join our unforgettable Perk events, including our spectacular annual summer party.
Always feel supported with Spring Health, our market-leading wellbeing partner, providing fast, comprehensive access to 12x therapy and 12x coaching sessions for you and your loved ones.
Make your money go further with our flexible compensation plan.
Focus on your family with 17 weeks’ paid parental leave during your child’s first year.
Contribute to your community with 16 paid hours per year to spend volunteering for your dearest charitable causes.
Broaden your horizons with up to 20 "Work from Anywhere" days per year.
Nurture your language skills with in real-life English, Spanish and Catalan lessons.
Follow your passions and take a four-week, fully paid sabbatical once you reach 5 years
Let us help you move to one of our hubs with relocation support.
How We Work
At Perk, we take an IRL-first approach to work, where our team works together in-person 3 days a week. As such, this role requires you to be based within commuting distance of our hubs. We fundamentally believe in the value of meeting in real life to improve connectivity, productivity, creativity and ultimately making us a great place to work.
For certain roles, we can help with relocation from anywhere in the world, English is the official language at the office. Please submit your resume in English if you choose to apply. Do not forget to submit an updated portfolio and/or resume.
Perk is a global company with a diverse customer base, and we want to make sure the people behind our product reflect that. We’re an equal opportunity employer, which means you’re welcome at Perk regardless of how you look, where you’re from, or anything else that makes you, well, you.
Protect Yourself from Recruitment Scams
All official communication from Perk will always come from email addresses ending in @perk.com or @externalperk.com, our verified social media channels, or recruiters listed on our official LinkedIn page. We will never ask you to pay for equipment, training, or fees, request sensitive personal information such as bank details early in the process, or communicate through unofficial apps like WhatsApp, Telegram, or Signal. If you receive a message claiming to be from Perk that seems suspicious, please do not respond. Forward it to security [at] perk .com, and we will confirm whether it is legitimate.