Escalation Resolution Associate

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 TheFork.

Job Location: Hybrid

This role is a hybrid position that requires 3 times per week in our Oxford office. Attendance for day shifts, late/evening shifts will be home based.

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 both customers and agents find clear, effective solutions.

You’ll use a range of tools to review customer accounts, interpret policies, and resolve issues efficiently. You’ll also partner with your Team Manager on projects that improve processes, team performance, and overall service delivery.

You will be responsible for highlighting opportunities to mitigate customer experiences to prevent reoccurrence by raising appropriate escalation forms for Supplier, Offline support or online issues. This will be a key part of your role. 

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: 25MB download and 10MB 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

• 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

• 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

We exist to create value for our customer, the traveler. We enable our suppliers and partners to unlock this value. Their collective behaviors and insights are what drives us. 

We act fast, experiment, learn from failure, iterate, and improve the solutions of tomorrow across every aspect of our business. Our execution is agile, data-driven, prioritised, and built to scale. We assume no problem is someone else’s problem and finish what can be done today, knowing tomorrow will bring fresh challenges. 

The best outcomes are driven by empathic, humble, and diverse subject matter experts working toward shared goals. We collaborate relentlessly, challenge assumptions, give actionable feedback, and set each other up for success through empowered teams with a clear charter. We transparently take ownership of our growth, individually and as a team. We celebrate the quality of our effort, our learnings, and our collective achievements.

We strive to create an accessible and inclusive experience for all candidates. If you need a reasonable accommodation during the application or the recruiting process, please make sure to reach out to your individual recruiter or our team at AccessibleRecruiting@tripadvisor.com.

If you have any additional questions about careers at Tripadvisor you can email us at recruitment@tripadvisor.com. We have all the answers!

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