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 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.

Working Hours: 37.5 per week, ability to work any 8hr shift Monday to Sunday, with home working for late shifts. The shift will be from 12:00 AM UK time to 8:30 AM UK time. We operate a 24hrs 7 days week environment; shift assigned to you may require that you work over weekends and public holidays.

Who are we looking for?

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.

Basis Requirements

• 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

Additional Skills

Customer focus

• 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

Communication

• 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

Problem solving

• 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

Preferred qualifications

• 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

What We Offer

• Competitive compensation packages (routinely benchmarked against the latest industry data), including base salary and annual bonuses
• “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 culture by design. Trust and accountability make it work.
• Donation matching. Give back? Give more! We match qualifying charitable donations annually.
• Tuition assistance. Want to level up your career? We love to hear it! Receive annual support for qualified programs.
• Lifestyle benefit. An annual benefit to spend on yourself. Use it on travel, wellness, or whatever suits you.
• Travel perks. We believe that travel is employee development, so we provide discounts and more.
• Employee assistance program. We’re here for you with resources and programs to help you through life’s challenges.
• Health benefits. We offer great coverage and competitive premiums.
• Generous referral scheme. Help us grow and be rewarded with generous awards for referring successful candidates.

Our Cultural Pillars:

Traveler first

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.

Execution is our edge

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.

We succeed together

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.