Escalations Case Manager

Perk.com Inc.

Job Overview

Location

Barcelona

Job Type

Full-time

Full Job Description

📋 Description

• The Escalations Case Manager at Perk.com Inc. plays a critical role in safeguarding the company’s reputation and customer trust by owning and resolving high-impact, complex customer cases that involve formal complaints, executive escalations, financial disputes, reputational risks, and regulatory-sensitive matters. This role ensures that Perk delivers fair, consistent, and commercially sound resolutions while protecting both customer experience and business integrity.
• Day to day, the Escalations Case Manager will own and manage escalated complaints from start to finish, conducting thorough investigations by reviewing tickets, timelines, policies, internal notes, and supplier information to identify root causes and policy gaps. They will draft professional, empathetic responses tailored to each customer situation, ensuring communications are clear, fair, and aligned with company values.
• The role requires close collaboration with Account Managers, Operations, Finance, and external partners, acting as a point of contact for complaint-related queries internally and escalating cases appropriately when financial, legal, or reputational risk is involved. The manager will ensure all resolutions comply with company policies and maintain high documentation standards in internal systems.
• Beyond resolution, the Escalations Case Manager will contribute to continuous improvement by flagging recurring issues, suggesting preventive improvements, supporting process refinement initiatives, and helping refine SOPs related to escalations and complaints based on insights from complaint trends.
• The team operates within Perk’s global Customer Care organization, which is committed to delivering a 7-star experience through innovation, ownership, and collaboration. Working in Barcelona with an IRL-first hybrid model (3 days in-office), the role offers exposure to cross-functional challenges in a fast-growing SaaS and travel technology company serving over 10,000 businesses worldwide.
• In this role, the individual will develop advanced skills in conflict resolution, stakeholder management, risk assessment, and data-driven process improvement. They will gain deep expertise in travel industry operations, complaint handling frameworks, and balancing customer satisfaction with business protection — positioning them for growth into senior customer experience, operations, or risk management roles within Perk’s global organization.

🎯 Requirements

• Experience in Customer Care, specifically within the travel industry
• Proven experience handling escalations or complex, high-impact customer cases
• Familiarity with SLAs and KPIs in a customer service or support environment
• Working knowledge of GDS Amadeus
• Strong investigative skills with the ability to review complex cases and extract relevant facts
• Excellent written communication and emotional intelligence
• Confidence in making independent decisions within policy frameworks, with a strong sense of fairness and consistency
• Collaborative stakeholder management skills, including the comfort to push back when necessary
• High resilience and ability to remain calm under pressure when delivering difficult decisions
• Ownership mindset and commitment to delivering a 7-star customer experience

🏖️ Benefits

• Competitive compensation and equity ownership in Perk
• Generous vacation allocation plus public holidays
• Private healthcare or gym allowance to support physical health
• Life insurance for financial protection of loved ones
• Access to Spring Health for 12x therapy and 12x coaching sessions for employee and loved ones
• 17 weeks’ paid parental leave during child’s first year
• 16 paid volunteer hours per year for charitable causes
• Up to 20 'Work from Anywhere' days annually
• Language lessons in English, Spanish, and Catalan
• Four-week fully paid sabbatical after 5 years of service
• Relocation support for moving to Perk hubs
• Unforgettable company events, including the annual summer party
• Flexible compensation plan to maximize personal financial benefit

Skills & Technologies

Spring

REST

Onsite

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Perk.com Inc.

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About Perk.com Inc.

Perk.com Inc. operates a cloud-based employee rewards and recognition platform that lets employers allocate points redeemable for merchandise, gift cards and experiences. The SaaS product integrates with HRIS and collaboration tools to automate milestone and peer-to-peer awards, provide analytics on engagement, and manage global tax-compliant fulfillment. Founded in 2010 and headquartered in Austin, Texas, the company serves mid-market to Fortune 500 clients seeking to reduce turnover and reinforce culture through real-time recognition programs.

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