Escalation Resolution Associate

Escalation Resolution Associate - Tripadvisor Core Tripadvisor

About Tripadvisor

The Tripadvisor Group connects people to experiences worth sharing and aims to be the worlds 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 Youll 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. Youll 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 Tripadvisors 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.

• 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 youd 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. Were here for you with resources and programs to help you through lifes 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 elses 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

If you have any additional questions about careers at Tripadvisor you can email us at We have all the answers!

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