United Airlines is a leading global airline committed to connecting people and uniting the world. With a presence in hundreds of locations worldwide, United serves millions of customers with a diverse and inclusive workforce. As an organization, United Airlines values diversity, equality, and inclusivity, fostering an environment where employees can thrive and contribute to the company's mission of uplifting communities and providing exceptional service. Job Responsibilities

• Research and partner with stakeholder departments to address high‑profile customer issues.
• Ensure proper documentation and representation of cases, including public statements and follow‑up actions.
• Conduct root cause analysis and provide suggestions for addressing failures.
• Collaborate with external organizations to establish customer experience history for escalated incidents.
• Provide leadership updates and executive‑level communications on incident handling and resolution.
• Proactively identify opportunities to improve customer resolution processes.
• Offer subject matter expertise and escalation support to team members and external contact center groups.

Required Skills and Qualifications

• Minimum two years of operational or contact center experience.
• Superior written and verbal communication skills.
• Ability to interact professionally with stakeholders at all levels.
• Strong problem‑solving ability and decision‑making skills.
• Proven analytical skills and attention to detail.
• Proficiency in email applications and Microsoft Office products.
• Legal authorization to work in the United States without sponsorship.
• Experience with highly complex cases and customer service escalations.

Preferred Qualifications

• Bachelor degree in English, Journalism, or related field.
• Foreign language proficiency.
• Knowledge of United policies, procedures, and initiatives.
• Experience in the airline industry.

Working Hours This is a remote position with flexible working hours to accommodate a dynamic and deadline‑driven environment.

Benefits

• Competitive salary ranging from $57,700 to $87,560, based on experience and skills.
• Bonus eligibility.
• Comprehensive benefits package including medical, dental, vision, life, accident, and disability insurance.
• Parental leave and employee assistance program.
• Commuter benefits and flight privileges.
• Paid holidays and time off.
• 401(k) plan with employee and company contribution opportunities.

Why Join United Airlines At United Airlines, you will be part of a dynamic team dedicated to excellence in customer service and innovation in the aviation industry. With a commitment to diversity, inclusion, and employee well‑being, United offers a supportive and rewarding work environment where you can make a difference. United Airlines is an equal‑opportunity employer, fostering an inclusive workplace that celebrates diversity and embraces individuals from all backgrounds.