Escalation Resolution Associate

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. The subsidiaries of Tripadvisor, Inc. (Nasdaq: TRIP) include a portfolio of travel brands and businesses, including Tripadvisor, Viator, and The Fork.

Hybrid: the role requires presence three times per week in our Oxford office. Attendance for day shifts and late/evening shifts will be home based. Working hours are 37.5 per week; you may work any 8‑hour shift from Monday to Sunday, with home working for late shifts. Shifts run from 12:00 AM to 8:30 AM UK time. The environment operates 24 hours a day, 7 days a week, so you may be required to work on weekends and public holidays.

As an Escalation Resolution Associate, you will support customers by resolving queries across phone, chat, and email, with a focus on delivering high‑quality, consistent service. You’ll handle complex and escalated contacts, including cases with legal, regulatory, governmental, or PR considerations, managing each with care and sound judgment. You’ll also support day‑to‑day operations by assisting with booking‑related queries, providing basic technical guidance, and helping customers and agents find clear, effective solutions.

You’ll use a range of tools to review customer accounts, interpret policies, and resolve issues efficiently, and partner with your Team Manager on projects that improve processes, team performance, and overall service delivery. You will highlight opportunities to mitigate customer experiences to prevent recurrence by raising appropriate escalation forms for Supplier, Offline support or online issues. This is a fast‑paced environment where you’ll take initiative, stay solution‑focused, and step in where support is needed.

If you enjoy helping people and solving problems, this role could be a great fit.

• Minimum broadband connection: 25 MB download and 10 MB upload via Ethernet (no Wi‑Fi). Proof required.
• At least 6 months’ experience in customer service (office or call centre).
• Quiet home working environment with direct Ethernet connection.
• Strong written and spoken English.
• Confident typing, phone, and computer navigation skills.
• Ability to work in a high‑pressure environment while maintaining quality.
• Flexibility to work across shifts, including weekends and public holidays.

• Put customer needs first and show empathy in every interaction.
• Take ownership and follow through on issues.
• Handle conflict and set clear expectations.
• Identify needs and provide the right solutions.

• Communicate clearly and concisely with customers and colleagues.
• Keep accurate and thorough case notes.
• Understand issues quickly and respond appropriately.
• Write clear, grammatically correct responses.

• Approach problems logically and use sound judgment.
• Make timely, effective decisions for the customer.
• Stay curious and open to learning.
• Work independently and stay solution‑focused.
• Prioritise tasks to manage workload effectively.

• Previous call centre customer service experience.
• Experience supporting customers across multiple channels (phone, chat, email, social).
• At least 6 months’ experience handling escalated contacts with legal, regulatory, governmental, or PR considerations.

• Competitive compensation packages, including base salary and annual bonuses.
• “Work your way” with flexibility to suit your lifestyle – remote‑friendly collaboration with the option to join on‑site as required.
• Flexible schedule – work‑life balance is ingrained in our culture.
• Donation matching – give back and give more with matched qualifying charitable donations annually.
• Tuition assistance – support for qualified programmes.
• Lifestyle benefit – an annual benefit to spend on yourself.
• Travel perks – discounts and more.
• Employee…