Escalation Resolution Associate

Escalation Resolution Associate - Tripadvisor Core | 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 The Fork.

Job Location:

Hybrid

This role is a hybrid position that requires 1-2 days per week in our London office.

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 elevate technical issues. You’ll champion a culture of quality, accountability, and continuous improvement.

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)

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…