Legal Escalations and Relations Specialist

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 a separate fintech entity with its flagship product, PRECISION, a risk management solution, Sweden’s leading flight comparison site Flygresor.se, Tripstack, our B2B Flights as a Service Provider and world leader in virtual interlining, and Wenrix, the embedded AI platform for flights. 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

Etraveli Group is looking for a Korean-speaking Legal Escalations and Relations Specialist to take lead on customer legal escalations primarily for the Korean market. This role will be the bridge between Etraveli Group, legal authorities, and our customers. You'll join a global team based in Sweden and Greece to handle sensitive legal escalations with precision and compliance. Beyond case management, you’ll play a strategic role in improving our operations and supporting our Seoul-based Country Manager to strengthen our presence in the Korean market.

Key Responsibilities

Customer Legal Escalations

• Using critical thinking skills to review, manage and respond to customer claims and complaints via consumer protection authorities, lawyers and courts.

• Investigate escalated matters through data collection and coordinate with internal stakeholders to prepare responses, all to ensure timely resolution of such matters.

• Assisting our Legal Department and external lawyers to prepare for trial / hearings by providing relevant information as required.

• Coordinate case documentation and support implementation and execution of appropriate legal strategies.

• Assist colleagues within the team and related teams within the department where needed.

• Draft formal written responses in Korean (occasionally in English) to our customers .

• Manage timelines, information flows, and cost control when engaging external consultants, such as law firms.
  
  Regulatory and Authority Engagement

• Draft and submit responses to requests, notices or inquiries from Korean judicial and regulatory authorities.

• Attend hearings with authorities, regulators, or enforcement bodies alongside the Country Manager, as a company representative.

• Track regulatory communications and ensure that follow-up actions are completed.
  
  Process Improvement & Country Support

• Assist the Country Manager in identifying compliance gaps and improving operational and legal processes.

• Contribute to develop, implement and maintain internal guidelines, escalation workflows and response templates.

• Provide insights and observations affecting country operations.

Requirements

• Strong oral and written communication skills in English and Korean.

• Good analytical / critical thinking skills as well as problem solving and decision making.

• Strong organizational skills.

• Comfortable with giving and receiving feedback.

• Positive mindset and drive to professionally deliver results.

• High level of integrity, discretion and professionalism in handling sensitive legal matters.

• Customer-oriented with capability to adapt/respond to different types of customers.

• Ability to effectively multi-task, manage time-sensitive documents and prioritize work in a fast-paced environment susceptible to changes.

• Ability to be a team player and thrive in an international team-oriented environment.

• Ability to collaborate cross-functionally with legal- and customer service teams as well as other departments and stakeholders.

• Willingness and capability to learn how to maneuver within the computerized reservations systems to access and view customer reservation information.

• Ability to self-motivate and take initiative.

Nice to have

• Basic familiarity with Global Distribution System (GDS), such as Amadeus and Sabre.

• Proficiency in languages other than English and Korean.

• Interest in the fields and industries of Law, Regulatory Affairs or Customer Service.

• Experience in a multinational or fast-growing organization.

• Familiarity with Google Sheets or Microsoft Excel, i.e. entering data and organizing information in spreadsheets.

Reporting Line

Reports to the Team Leader of the Customer Legal Escalations Team based in Uppsala, with functional alignment with the Country Manager based in Seoul.

Benefits

Joining our team means being part of a dynamic and supportive environment where hard work and a sense of humor go hand in hand. As a large company with big aspirations, we are driven to become the best on the global stage. Alongside working with talented and passionate colleagues, you'll also have access to a range of fantastic benefits

Compensation offer:

• A competitive salary aligned with market standards

• Flexible working hours with hybrid or remote set-up depending on candidate’s location

• Benefits package in line with local regulations

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.