Escalation Resolution Associate
- London, United Kingdom
Posted 5 days ago
About the role
Escalation Resolution Associate - Tripadvisor Core | Tripadvisor
About Tripadvisor
The Tripadvisor Group connects people to experiences worth sharing, and aims to be the world's most trusted source for travel and experiences. We leverage our brands, technology, and capabilities to connect our global audience with partners through rich content, travel guidance, and two-sided marketplaces for experiences, accommodations, restaurants, and other travel categories. The subsidiaries of Tripadvisor, Inc. (Nasdaq: TRIP), include a portfolio of travel brands and businesses, including Tripadvisor, Viator, and TheFork.
Job Location: Hybrid
This role is a hybrid position that requires 1-2 days per week in our London office.
What You'll Do
As a Escalations Resolutions Associate at Tripadvisor, you are accountable for delivering exceptional front-line support to our vibrant community of Owners and Members across EMEA speaking markets. You are an empathetic, customer-oriented ambassador who resolves complex inquiries across multiple communication channels - ensuring that every interaction strengthens trust in our platform. You will bring structure, patience, and clear communication to fast-paced customer scenarios, ensuring both partners and travelers experience seamless service execution.
You will work closely with cross-functional teams and internal business unit stakeholders to solve problems, streamline reservations, and escalate technical issues. You'll champion a culture of quality, accountability, and continuous improvement.
Key Responsibilities:
Customer Engagement & Support Delivery
Lead end-to-end customer resolution across phone, email, chat, and social media channels for EMEA and global markets.
Respond promptly and courteously to inquiries, ensuring all interactions display Tripadvisor's core values and focus on maximum customer satisfaction.
Handle and resolve customer complaints, sensitive cases, and escalations to target turnaround time.
Cross-Functional Coordination & Escalations
Act as a key liaison between travelers, hotel properties, Online Travel Agencies (OTAs), and internal business unit stakeholders.
Conduct proactive outbound calls and written communications to external partners to resolve booking details and operational inquiries.
Address escalations from offshore agents, troubleshooting bugs and reporting technical problems to management and product teams.
Quality, Compliance & Performance Tracking
Maintain personal performance standards across key service metrics, including customer satisfaction (CSAT) surveys, quality scores, average handle time, and productivity.
Record accurate booking details, customer interactions, and specific actions taken into internal CRM software (e.g., Salesforce, Zendesk).
Follow up on customer interactions consistently to ensure issues are resolved to completion.
Process Improvement & Special Projects
Provide consistent and timely product feedback derived from daily customer interactions to improve the overall user experience.
Participate in special product or operational projects as required to support team growth and platform updates.
Maintain strict discretion and confidentiality around sensitive customer and partner information.
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.
- Flexible schedule. Work-life balance is ingrained in our culture by design. Trust and accountability make it work.
- Donation matching. Give back? Give more! We match qualifying charitable donations annually.
- Tuition assistance. Want to level up your career? We love to hear it! Receive annual support for qualified programs.
- Lifestyle benefit. An annual benefit to spend on yourself. Use it on travel, wellness, or whatever suits you.
- Travel perks. We believe that travel is employee development, so we provide discounts and more.
- Employee assistance program. We're here for you with resources and programs to help you through life's challenges.
- Health benefits. We offer great coverage and competitive premiums.
- Generous referral scheme. Help us grow and be rewarded with generous awards for referring successful candidates.
Our Cultural Pillars:
Traveler first
We exist to create value for our customer, the traveler. We enable our suppliers and partners to unlock this value. Their collective behaviors and insights are what drives us.
Execution is our edge
We act fast, experiment, learn from failure, iterate, and improve the solutions of tomorrow across every aspect of our business. Our execution is agile, data-driven, prioritised, and built to scale. We assume no problem is someone else's problem and finish what can be done today, knowing tomorrow will bring fresh challenges.
We succeed together
The best outcomes are driven by empathic, humble, and diverse subject matter experts working toward shared goals. We collaborate relentlessly, challenge assumptions, give actionable feedback, and set each other up for success through empowered teams with a clear charter. We transparently take ownership of our growth, individually and as a team. We celebrate the quality of our effort, our learnings, and our collective achievements.
We strive to create an accessible and inclusive experience for all candidates. If you need a reasonable accommodation during the application or the recruiting process, please make sure to reach out to your individual recruiter or our team at AccessibleRecruiting@tripadvisor.com.
If you have any additional questions about careers at Tripadvisor you can email us at recruitment@tripadvisor.com. We have all the answers!
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