Escalation Resolution Associate

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.

• 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.
• 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.
• 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.
• 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.

• 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)

• 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