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Escalation Resolution Associate

Tripadvisor
Location
London, England
Posted
23 days ago
Department
Customer Service
What they actually want (must-haves)
  • Fluent in English (written and spoken)
  • Proven experience in customer service, operations, or reservations within the online travel industry
  • Strong proficiency with web-based content management systems and CRM tools (e.g., Salesforce, Zendesk)
  • Solid familiarity with the Tripadvisor platform
  • Basic technical background and familiarity with IT functions and social media management applications
  • Willingness and flexibility to work in a 7-day environment, including shift patterns, weekends, and bank holidays
Nice to have
  • Knowledge of an additional European language is a distinct advantage
  • Demonstrated ability to use AI tools to improve efficiency, quality, and decision-making in day-to-day work
  • Proven ability to operate effectively with a global-first mindset
What the job really is

As an Escalation Resolution Associate at Tripadvisor, you will provide exceptional customer support to owners and members across EMEA, resolving complex inquiries through various communication channels. Your role involves liaising with internal teams to address escalations, streamline reservations, and ensure customer satisfaction while maintaining performance metrics. Additionally, you will participate in process improvement initiatives and provide feedback to enhance the user experience.

Benefits
  • Competitive compensation packages including base salary and annual bonuses
  • Flexible schedule with a remote-friendly approach
  • Donation matching for qualifying charitable donations
  • Tuition assistance for qualified programs
  • Annual lifestyle benefit for personal use
  • Travel perks including discounts
Things to weigh
  • Hybrid position requiring 1-2 days per week in the London office
  • Role involves handling sensitive cases and escalations which may be stressful
  • Requires strong multitasking skills due to handling inquiries across multiple channels
Job score3.4/5
Benefits5/5
Freshness4/5
Career value4/5
Role clarity4/5
Pay transparency0/5

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