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: