Location
Hybrid role based in London, requiring 1-2 days per week in the London office.

Hours
Flexible schedule within a 7-day working environment, including shift patterns, weekends, and bank holidays (with days back in lieu).

Salary
Negotiable

About the Role
As an Escalation Resolution Associate at Tripadvisor, you will deliver exceptional front-line support to our diverse community of Owners and Members across EMEA speaking markets. You will be an empathetic, customer-oriented ambassador resolving complex inquiries across multiple communication channels including phone, email, chat, and social media. Your role involves bringing structure, patience, and clear communication to fast-paced customer scenarios, ensuring seamless service execution for both partners and travelers. You will collaborate closely with cross-functional teams and internal stakeholders to solve problems, streamline reservations, and escalate technical issues. Championing a culture of quality, accountability, and continuous improvement is key to your success in this role.

Key responsibilities include:
- Leading end-to-end customer resolution across multiple channels for EMEA and global markets.
- Responding promptly and courteously to inquiries, embodying Tripadvisor’s core values.
- Handling and resolving customer complaints, sensitive cases, and escalations within target turnaround times.
- Acting as a liaison between travelers, hotel properties, OTAs, and internal stakeholders.
- Conducting proactive outbound communications to resolve booking and operational inquiries.
- Troubleshooting technical issues and escalating bugs to management and product teams.
- Maintaining performance standards across customer satisfaction, quality scores, handle time, and productivity.
- Accurately recording booking details and customer interactions in CRM systems.
- Providing consistent product feedback and participating in special projects.
- Maintaining strict discretion and confidentiality regarding sensitive information.

Experience
- Proven experience in customer service, operations, or reservations within the online travel industry.
- Strong proficiency with web-based content management systems and CRM tools such as Salesforce and Zendesk.
- Familiarity with the Tripadvisor platform, including forums, user membership, and review submission processes.
- Basic technical background and experience with IT functions and social media management applications (e.g., Facebook, X/Twitter).

About you
- Fluent in English (written and spoken); knowledge of an additional European language is a distinct advantage.
- Customer-centric and empathetic with excellent active listening skills.
- Professional communication skills across telephone, email, and chat.
- Highly organized with strong multitasking and time management abilities.
- Collaborative team player who anticipates operational blockers and suggests solutions.
- Solution-oriented with patience and discretion in troubleshooting and resolving issues.
- Motivated by quality metrics and delivering high customer satisfaction.
- Demonstrated ability to use AI tools to improve efficiency and decision-making.
- Able to operate effectively with a global-first mindset.
- Willingness and flexibility to work shifts including weekends and bank holidays.

Qualifications
- No specific formal qualifications required beyond relevant experience and skills.
- Positive attitude and commitment to continuous improvement and quality service delivery.