Escalation Resolution Associate

Minimum Qualifications & Experience

• Fluent in English (written and spoken); knowledge of an additional European language is a distinct advantage.
• 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) alongside standard productivity applications (Google).
• Solid familiarity with the Tripadvisor platform, including forums, user membership, and review submission processes.
• Basic technical background and familiarity with IT functions and social media management applications (e.g., Facebook, X/Twitter).
• Willingness and flexibility to work in a 7-day environment, including shift patterns, weekends, and bank holidays (with days back in lieu)
• Skills & Experience
• Customer-Centric & Empathetic: Excels at actively listening, empathizing, and understanding the needs of both property Owners and travelers.
• Communicative: Possesses professional telephone, email, and chat etiquette, simplifying complex travel procedures into clear steps.
• Organized & Multitasking: Demonstrates strong time management and prioritization skills when juggling multi-channel inquiries simultaneously.
• Collaborative: Works effectively in a team environment, actively anticipating operational blockers and suggesting collaborative solutions.
• Solution-Oriented: Proactively troubleshoots technical issues, addresses member concerns, and resolves root causes with patience and discretion.
• Impact-Driven: Motivated by meeting quality metrics, delivering high customer satisfaction scores, and helping travelers and owners succeed.
• 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 We Offer
• Competitive compensation packages (routinely benchmarked against the latest industry data), including base salary and annual bonuses
• “Work your way” with flexibility to suit your lifestyle. Tripadvisor Group takes a remote-friendly approach to collaboration across a worldwide team, with the option to join on-site as often as you’d like or as required by your team.