Hybrid Escalations Specialist — Global Customer Support

Tripadvisor; Greater London; Hybrid; GBP 30,000 - 40,000; Full time

Benefits offered by this job

Competitive pay

Remote-friendly

Flexible schedule

Donation matching

Tuition reimbursement

Lifestyle benefit

Travel discounts

Employee assistance

Health benefits

Referral bonuses

Job summary

Tripadvisor is seeking an Escalation Resolution Associate for Tripadvisor Core. This hybrid London-based role focuses on delivering frontline support to Owners and Members across EMEA, resolving complex inquiries with empathy and clear communication.

You will work with cross-functional teams to troubleshoot issues, streamline reservations, and provide feedback to improve the user experience. The position requires flexibility to work across weekends and holidays.

Qualifications

• Fluent in English (written and spoken).
• Experience in customer service, operations, or reservations in online travel.
• Proficient with CRM tools such as Salesforce and Zendesk.
• Familiar with the Tripadvisor platform and community guidelines.
• Willingness to work weekends/holidays with days back in lieu.
• Proactive communicator and problem solver.

Responsibilities

• Lead end-to-end customer resolution across channels for EMEA and global markets.
• Collaborate with property owners, OTAs, and internal teams to resolve issues.
• Track performance metrics and maintain accurate CRM records.
• Provide product feedback and participate in special projects.

Skills

Customer service

CRM tools

English language

IT & social media

Weekend shifts

Tools

Salesforce

Zendesk

Job description

Tripadvisor is seeking an Escalation Resolution Associate for Tripadvisor Core. This hybrid London-based role focuses on delivering frontline support to Owners and Members across EMEA, resolving complex inquiries with empathy and clear communication.

You will work with cross-functional teams to troubleshoot issues, streamline reservations, and provide feedback to improve the user experience. The position requires flexibility to work across weekends and holidays.