Escalations & Disputes Manager

Scope:
Happy Travel is looking for experienced professionals to manage complex booking issues, escalations and disputes within our B2B hotel business.
You do not need to be based onsite in Dubai. We welcome applications from anywhere in the world, with remote working available for candidates based outside Dubai. What matters most is your relevant experience, sound judgement and proven ability to resolve complex cases.
Key responsibilities:
• Take ownership of escalated cases from initial review through to resolution.
• Handle disputes involving bookings, cancellations, refunds and service delivery.
• Work with hotels, suppliers and travel partners to negotiate fair, commercially sound outcomes.
• Review booking terms, correspondence and supporting documentation.
• Maintain accurate case records and communicate clearly with all parties.
What we’re looking for:
• Proven experience handling escalations and disputes in travel, hospitality or hotel distribution.
• Strong negotiation and problem-solving skills.
• Excellent written and spoken English.
• The ability to remain calm under pressure and manage sensitive cases professionally.
• A proactive approach, attention to detail and accountability for results.

Work arrangement
No