Coordinator - Executive Escalations

Etraveli Group is a leading global flight technology provider, specializing in flight sales and offering flight content delivery and fintech products. We are here to solve complexity, by connecting millions of flights and travelers across the globe, from search and selection to trip and beyond.

We partner with major global platforms such as Booking.com, Google Flights, Skyscanner, and Kayak, providing seamless flight booking and related services. Our B2B portfolio includes Precision, our specialist in travel fintech; Tripstack, our B2B Flights as a Service Provider and world leader in virtual interlining, serving as the gateway to Etraveli Group’s flight content and fulfillment services; Wenrix, the AI Infrastructure for profitable growth in air; and Flygresor.se, Sweden’s leading flight comparison site. We also operate our own online travel agency brands including Gotogate, Mytrip, and Flightnetwork.

Every day we strive to make the world smaller for our customers and bigger for our people. Our diverse team of more than 3200 passionate professionals is what makes us the industry’s tech wonder and the best in the world at what we do.

Major offices in Sweden (HQ), Greece, India, Canada, Israel, Poland, UK, and Uruguay.

About the job

The Executive Escalations team, a key part of the Executive Escalation & Privacy department, is looking for a Coordinator based in Mumbai.

In this role, the main task is to work closely with the specialists, support and guide with any real time queries as a first point of contact. In parallel, the Coordinator is to monitor volumes of inflow and is required to work closely with the Leaders & Coordinators within EEP to ensure our SLA’s are met.

An important part of the role will be to monitor performance and highlight opportunities for improvement by identifying trends and patterns, ensuring that issues are addressed early and effectively. By combining training, coaching, and proactive follow-up, you will contribute directly to building a culture of quality, learning, and continuous improvement.

We are looking for someone with strong communication and collaboration skills, who are comfortable multitasking, eager to be a part of building a strong organisation with the customer in focus.

Responsibilities

• Strategizing and monitoring daily activities of Executive Escalations operations

• Assisting everyone in the department with duties when and if required

• Investigating and solving cases both in the role as a Specialist and Team leader

• Delegating tasks and handling weekly schedule

• Monitoring the team’s performance and follow up with team members if needed

• Ownership of training and development

• Reporting to management / personnel when required

• Performing additional duties where needed

• Support direct/indirect reporting Leaders & Coordinators within EEP

• Follow up with team members and have internal discussions eg. yearly appraisals and merit discussions, coachings, etc

Requirements

• Minimum 18 months in the current role in Etraveli Group

• No warnings & Development plan in the past 6 months

• Excellent organizational & communication skills

• Good with analytical thinking and the curiosity for solving complex problems

• Critical Thinking as well as attention to detail

• Comfortable in giving & receiving feedback

• Confident in decision making

• Excellent system knowledge

• Ability to be self-motivated and motivate their specialists

• Embody our Core Values

• Rotational shifts & week-offs, if needed based on business needs.

• Excellent role model to not just their reportees, but their peers as well.

• Accept and Adapt to changes in their requirements made due to business needs

• Rotational shifts & Week-offs

Who can apply

Please note that this IJP is open only to employees within the Executive Escalations team in Mumbai.

Benefits

What’s in it for You?

• Employee Assistance Program (EAP): Confidential, free support for personal or work-related challenges—covering counseling, or financial guidance, and more—to help maintain well-being and performance.

• Term Life Insurance: Provides financial peace of mind for your loved ones with a fixed-coverage death benefit over a defined term. Affordable protection offered by your employer.

• Mediclaim (Health Insurance): Extensive coverage for medical expenses to ensure you and your family get the care you need when it matters.

• Meal Coupons: A tasty perk to fuel your workday—delicious meals or snacks on us!

• Performance-Based Incentives: Earn more when you deliver more. Your hard work pays off—literally.

• Learning & Development (L&D) Sessions: Continued growth through curated upskilling sessions—boosting your skills and career progression.

Diversity disclaimer

At Etraveli Group we value diversity; we pride ourselves on being a company represented by people of all different backgrounds. During hiring, we are committed to ensure equality and promote diversity in the workplace at every selection stage. As such, we provide the same opportunities for all candidates regardless of race, religion or belief, gender, nationality, ethnicity, sexual orientation, age, marital status, disability, or any other characteristic protected under any anti-discrimination law or regulation.