Escalations Executive (Customer Support)

About the role

StayVista is looking for an Escalations Executive to serve as the primary point of contact for complex, high‑priority guest issues. You will ensure swift, fair, and effective resolutions while balancing guest satisfaction with the company’s revenue goals.

Key responsibilities

• Handle escalated guest concerns via calls, emails, and chats with professionalism and empathy.
• Take end‑to‑end ownership of complex cases, coordinating with cross‑functional teams for timely resolution.
• Balance guest satisfaction with business outcomes through problem‑solving, retention strategies, and revenue‑focused solutions.
• Provide creative, personalized solutions while adhering to company policies.
• Maintain accurate documentation, analyze escalation trends, and drive process improvements to reduce recurring issues.

Required profile

• 2–3 years of experience in customer support, escalations, or complaint handling.
• Strong communication, negotiation, interpersonal, and critical‑thinking abilities.
• Ability to thrive in high‑pressure situations and manage difficult customer interactions.
• Commercial mindset with attention to detail and solid documentation skills.
• Proven ability to collaborate effectively with cross‑functional teams.

Required skills

What we offer

• Continuous learning through skill‑upgrade programs.
• Villa discounts for personal travel.
• Opportunity to work in a fast‑growing hospitality brand.