Escalation Resolution Associate

Escalation Resolution Associate - Tripadvisor Core

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. Tripadvisor, Inc. (Nasdaq: TRIP) includes brands and businesses such as Tripadvisor, Viator, and TheFork.

Job Location

Hybrid — This role requires 1–2 days per week in our London office.

What You’ll Do

As an Escalations Resolution Associate at Tripadvisor, you will deliver exceptional front-line support to Owners and Members across EMEA speaking markets. You will resolve complex inquiries across multiple communication channels, strengthening trust in our platform with every interaction.

Working with cross-functional teams and internal business unit stakeholders, you will solve problems, streamline reservations, and escalate technical issues. You will 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 each interaction reflects 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, troubleshoot bugs, and report 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 in internal CRM software (e.g., Salesforce, Zendesk).
• Follow up consistently to ensure issues are resolved to completion.

Process Improvement & Special Projects

• Provide consistent, 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 regarding 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: Actively listens, empathizes, and understands the needs of both property Owners and travelers.
• Communicative: Demonstrates professional telephone, email, and chat etiquette, simplifying complex travel procedures into clear steps.
• Organized & Multitasking: Shows strong time management and prioritization skills when managing multi-channel inquiries simultaneously.
• Collaborative: Works effectively in a team environment, proactively anticipating operational blockers and suggesting collaborative solutions.
• Solution-Oriented: Troubleshoots technical issues proactively, addresses member concerns, and resolves root causes with patience and discretion.
• Impact-Driven: Driven by meeting quality metrics and delivering high customer satisfaction scores to help 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” flexibility: 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 and work-life balance built into our culture.
• Donation matching: annual matching of qualifying charitable donations.
• Tuition assistance for qualified programs.
• Lifestyle benefit for travel, wellness, or other personal priorities.
• Travel perks, including discounts and more.
• Employee assistance program with resources and programs to support you.
• Health benefits with great coverage and competitive premiums.
• Generous referral scheme with awards for referring successful candidates.

Our Cultural Pillars

Traveler first

We create value for our customer, the traveler, enabling our suppliers and partners to unlock this value. Their collective behaviors and insights drive our work.

Execution is our edge

We act fast, experiment, learn from failure, and iterate to improve the solutions of tomorrow. Our execution is agile, data-driven, prioritized, and built to scale. We assume no problem is someone else’s problem and finish what can be done today.

We succeed together

We succeed through empathic, humble, and diverse subject matter experts working toward shared goals. We collaborate relentlessly, challenge assumptions, provide actionable feedback, and set each other up for success through empowered teams with a clear charter. We transparently take ownership of our growth, both individually and as a team, and celebrate the quality of our effort, learnings, and collective achievements.

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