Traveler-First CX & Supplier Support Lead

TripAdvisor, Inc.; Oxford; Hybrid; GBP 28,000 - 38,000; Full time

Benefits offered by this job

Competitive compensation

Remote-friendly with on-site option

Flexible schedule

Tuition assistance

Lifestyle benefit

Travel perks

Employee assistance program

Health benefits

Generous referral scheme

Job summary

Tripadvisor, Inc. in the United Kingdom is seeking a CX Advisor to guide tour operators on Viator and Tripadvisor listings, resolving day-to-day questions via email, chat, and phone, while upholding traveler-first standards.

You will work in a fast-paced, partner-facing role, collaborating with internal teams, optimizing product listings, and helping operators manage accounts and bookings. A Bachelor’s degree and strong English communication are required, with experience in CRM systems preferred.

Qualifications

• Education & Experience: Bachelor’s degree or equivalent experience. Prior customer support or partner-facing experience is a plus, but not required.
• Communication: Exceptional written and verbal communication skills in English (bilingual proficiency is a plus).
• Technical Savvy: Proficient with Google Workspace, online platforms, and CRM systems (experience with Salesforce is highly preferred).
• Problem-Solving: Ability to learn quickly, follow established processes, and work effectively as part of a team to solve routine challenges.
• Work Ethic: A self-motivated professional with meticulous attention to detail and a commitment to thorough follow-through.

Responsibilities

• Provide high-quality, real‑time assistance to tour operators via email, live chat, and phone.
• Assist with resolving operational questions and identifying issues, escalating complex concerns to senior team members when needed.
• Assist operators with account management, product inquiries, and booking resolutions.
• Partner with internal support teams to swiftly resolve overlapping traveler and operator issues.
• Listing Enhancement: Use CMS to review, refine, and optimize tour and activity listings on Viator.
• Accurate Distribution: Ensure precise categorization of products across Viator, Tripadvisor, and distribution partners.
• Technical Connectivity: Facilitate and troubleshoot integration between operator booking systems and Viator/Tripadvisor platforms.
• Product Guidance: Share best practices with operators to improve listings and visibility.
• Self‑Service Advocacy: Train operators to use self-service tools for managing bookings and profiles.
• Team Support: Participate in team discussions and support new departmental initiatives.
• Relationship Building: Maintain trusted relationships with internal and external partners.
• Agility: Handle other duties and projects to support growth.

Skills

Customer support

English communication

CRM systems

Problem solving

Ownership & accountability

Education

Bachelor’s degree or equivalent experience

Tools

Google Workspace

Salesforce

CRM systems

Job description

Tripadvisor, Inc. in the United Kingdom is seeking a CX Advisor to guide tour operators on Viator and Tripadvisor listings, resolving day-to-day questions via email, chat, and phone, while upholding traveler-first standards.

You will work in a fast-paced, partner-facing role, collaborating with internal teams, optimizing product listings, and helping operators manage accounts and bookings. A Bachelor’s degree and strong English communication are required, with experience in CRM systems preferred.