Quality Escalations Specialist

About Talixo 

Talixo is the world's leading operator of pre-booked transfers, working with the biggest brands in travel. We partner with fleets in 1,100+ cities and 130+ countries worldwide to provide travellers with reliable, high-quality rides, making their journeys easier and more enjoyable, from door to door. Since 2012, we've been helping travel brands create more connected journeys, and we're looking for people willing to go the extra mile.
Operating across two key locations: Krakow and Berlin, our cohesive teams - IT, Operations, Fleet, Pricing, Sales, Finance and HR - drive technological innovation, operational excellence, and organizational development. With a shared focus on refining processes and enhancing technology, while spearheading strategic growth initiatives, we seamlessly contribute to our collective success.

The part you will play:

The Quality Escalation Team is at the heart of Talixo. We are responsible for conducting investigations into rides, deciding on their final outcomes, and taking relevant actions. The team makes decisions that directly impact Talixo’s financials and our relationships with Partners, while playing a pivotal role in ensuring that errors are captured and addressed.

This is a hybrid role.

Responsibilities:

• Handling customer feedback (both complaints and compliments) by analyzing ride execution and quality.
• Assessing documentation from suppliers and cross-checking it against Partner SLAs to make final decisions on confirming or declining formal complaints.
• Deciding on the final status of rides and their financial outcomes.
• Collaborating with Finance, Customer Success, Fleet, Customer Service, BIS, and Dispatch to conduct thorough investigations.
• Proactively identifying opportunities for improvement, analyzing quality patterns, and proposing process enhancements.

You are a perfect fit for our Team if you:

• Enjoy working with international clients and are fluent in English- both written and spoken.
  Are a strong analyst who is excited to evolve team processes that balance agility, quality, and scale.
• Have prior experience in complaint handling.
• Are a team player with a positive attitude, but also comfortable working independently.
• Are eager to thrive in a fast-paced scale-up environment.
• Are an excellent problem solver with exceptional organizational skills.

Requirements nice to have:

• Experience in the ground transportation industry.
• Familiarity with reconciliation processes or transactional systems.

What we offer:

• Hybrid Working (office located in Lubicz 23 in Kraków) 2 days office/ 3 days Home Office 
• Employment contract, full time
• Discounts for Talixo services
• Additional Benefits : private healthcare Allianz, My Benefit Cafeteria, Multisport Card
• Additional paid time off - 3 days per year for professional development or volunteering
  
• Internal Learning and Development trainings available 

Recruitment process:

• CV screening and candidate selection
• Screening call on Google Meet with Recruiter (only selected candidates)
• 1st stage Google Meet or F2F interview with Hiring Manager (only selected candidates)
• 2nd stage  Google Meet  or F2F interview with Hiring Manager and N+1
• Feedback

We kindly ask all candidates to submit their applications in English.