[Hiring] Supplier Support Advisor @Tripadvisor

Role Description

As a CX Advisor, you will ensure our tour operators strictly adhere to established procedures—specifically regarding the traveler experience and platform content guidelines. Operating with a dedicated, traveler-first mindset, you will help resolve daily operational challenges and maintain service standards to safeguard the operator ecosystem. Beyond driving operational efficiency, you will provide hands-on support to tour operators worldwide, guiding them via email, chat, and phone to maintain accurate and high-performing product listings on Viator and Tripadvisor.

Operating in our fast-paced, evolving environment, you will bring Tripadvisor's "Traveler First" philosophy to life by advocating for both our travelers and operators in every decision. If you have a genuine love for travel, exceptional B2B customer service skills, and a proactive "can-do" attitude, you will thrive here. In this role, you will not only support and scale our growing online business but also play a vital role in the development, training, and collective success of your colleagues.

Key Responsibilities

• Operator Support & Issue Resolution
  • 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.
• Product Optimization & Connectivity
  • Utilize content management systems to review, refine, and optimize tour and activity listings on Viator.
  • Ensure precise categorization of products across all sales channels, including Viator, Tripadvisor, and distribution partners.
  • Facilitate and troubleshoot seamless integration between operator booking systems and Viator/Tripadvisor platforms.
  • Share established best practices with operators to help improve their product listings and visibility.
• Team Collaboration & Continuous Improvement
  • Train operators to effectively utilize self-service tools for managing bookings, updating account details, and maintaining accurate profiles.
  • Participate in team discussions, contribute to group goals, and support new departmental initiatives.
  • Establish and maintain trusted relationships with internal business units, external vendors, and global partners.
  • Handle other duties and projects as assigned to support business growth.

Qualifications

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

Requirements

• Reliable high-speed broadband connection with minimum speeds of 25 Mbps download and 10 Mbps upload.
• A quiet, dedicated home office setup with a direct Ethernet connection to the router or modem.
• Ability to work a flexible schedule to accommodate evolving operational needs and customer demands.

Benefits

• Competitive compensation packages, including base salary and annual bonuses.
• Flexibility to suit your lifestyle with a remote-friendly approach to collaboration.
• Work-life balance is ingrained in our culture by design.
• Donation matching for qualifying charitable donations annually.
• Tuition assistance for qualified programs.
• An annual benefit to spend on yourself for travel, wellness, or other personal needs.
• Travel perks including discounts.
• Employee assistance program for resources and support.
• Great health coverage and competitive premiums.
• Generous referral scheme for referring successful candidates.