Virtual Community & UGC Support Specialist

United States
- Remote

he 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, Cruise Critic and The Fork.

Cruise Critic is the world's largest consumer cruise site, featuring more than 700,000 member cruise reviews, expert advice, insider tips, cruise deals and the world’s largest cruise community to help you book your cruise. More than five million people, from first-time cruisers to avid cruise enthusiasts, visit Cruise Critic each month to research and plan their cruises, connect with other cruisers and share their passion for cruising.

Community and social connections have always been core to Cruise Critic, and our Community forums continue to host thousands of conversations every day, from how to choose a first cruise to the best ways to see a particular port or destination. Cruisers who are booked on a cruise can chat with others sailing on the same cruise through Cruise Critic Roll Call forums.

• Review and publish user generated content, ensuring compliance with our review publication philosophy.
• Reports on content for Cruisers’ Choice Awards compliance with focus on user sentiment and trends
• Monitor and respond to all Community and Feedback email inboxes for general member support as they pertain to our message boards, community and site features and products.
• Monitor alerts for problems on the forum software platform and take appropriate action. Attempts to identify root causes and recommends process and policy improvements as appropriate. Troubleshoots technical problems and escalates bug reports as necessary to Community management and/or engineering
• Assist our Community Leader Volunteers on an as-needed basis
• Identify user needs and trends through observation and incoming feedback and report common requests, questions or complaints
• Assist Community team as needed on a wide variety of community projects
• Perform QA tasks as needed to ensure that we provide top-notch experience to our audience

• Minimum two years prior Community Management & UGC Experience, preferably for a popular consumer-facing website
• Excellent interpersonal skills, patience, and a genuine desire to help users with technology challenges
• Willingness to own responsibilities and work with minimal supervision
• Must use appropriate judgment based on our principles of brand integrity and stated community guidelines
• Tact, diplomacy and sensitivity to respect confidential information
• Demonstrate interpersonal and customer service skills in a professional business environment
• Excellent command of the English Language, grammar, punctuation and spelling - strong proofreading skills. Verbal communication skills with the ability to organize and prioritize workflow
• Must be a team player
• Passionate about travel, cruise and online community experience
• Experience with using web-based tools and databases, including community software platforms, Slack, etc.
• Willingness to learn Figma, Miro, Adobe, Tableau platforms.

• “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 you’d like or as required by your team.
• Flexible schedule. Work-life balance is ingrained in our…