[Hiring] Virtual Community & UGC Support Specialist @Tripadvisor

Role Description

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.

Location: United States- Remote

What You’ll Do:

• 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.
• Identify root causes and recommend process and policy improvements as appropriate.
• Troubleshoot technical problems and escalate 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.

Qualifications

• 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.
• Solid computer skills, including proficiency with Google suite of products, all Internet Browsers and mobile operating systems.
• 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.

Benefits

• “Work your way” with flexibility to suit your lifestyle.
• Flexible schedule for work-life balance.
• Donation matching for qualifying charitable donations annually.
• Tuition assistance for qualified programs.
• Lifestyle benefit for personal spending on travel, wellness, or other interests.
• Travel perks including discounts.
• Employee assistance program with resources for life’s challenges.
• Health benefits with great coverage and competitive premiums.
• Generous referral scheme for referring successful candidates.

Company Description

The subsidiaries of Tripadvisor, Inc. (Nasdaq: TRIP), include a portfolio of travel brands and businesses, including Tripadvisor, Viator, Cruise Critic and TheFork. 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.

Community and social connections have always been core to Cruise Critic, and our Community forums continue to host thousands of conversations every day.