Senior Partner Support Executive

• Serve as an expert escalation layer, data-informed process innovator, and subject matter authority across Tripadvisor's partner support ecosystem. • Leverage a strategic blend of Automation, AI-Assist, and Human-Assist to remove friction across every step of the journey to plan, book, and enjoy experiences. • Work hybrid with only 1 day per week in the London office, using data tools to resolve complex escalations and drive operational improvements.

• Bring 1–2 years of experience in B2B/Partner Customer Support, Technical Support, or Partner Success, preferably within a multi-tiered contact centre or digital marketplace environment. • Demonstrate a proven track record handling high-value accounts, complex escalations, and meeting strict SLA requirements. • Have hands-on proficiency with enterprise CRM systems such as Salesforce, Excel, and modern case management tools. • Show hands-on experience querying and reporting data using BigQuery SQL and Looker to pull, filter, model, and interpret operational datasets. • Demonstrate comfort using modern tech, GenAI, and automation tools in compliance with internal AI security and data governance standards.

• Bring experience identifying opportunities to automate repetitive tasks or augment workflows with AI. • Have experience building, testing, and prototyping early-stage automation ideas using internal AI tools. • Show experience auditing workflows to identify operational bottlenecks and presenting data-informed improvement proposals. • Demonstrate experience calculating business impact of platform bugs or outages such as impacted Gross Booking Value or affected booking volume. • Hold experience mentoring or onboarding junior support representatives. • Have familiarity with the Viator Partner Program and integration frameworks.

• Serve as the senior escalation point for complex, high-priority partner issues routed from front-line agents, Account Managers, and cross-functional stakeholders. • Take end-to-end ownership of critical Key Account friction, bringing cases to rapid, high-quality resolution within delegation-of-authority limits. • Leverage BigQuery and Looker to query, investigate, and analyse complex operational trends. • Measure and quantify real-world business and traveller impact of platform bugs, system outages, and process gaps to help leadership prioritise fixes. • Proactively audit day-to-day workflows to identify operational bottlenecks, redundancies, and process gaps. • Identify opportunities where repetitive tasks can be automated or augmented with AI to reduce operational friction. • Assist and guide colleagues and front-line support representatives as a trusted Subject Matter Expert. • Consistently meet or exceed core performance indicators for escalated case queues including Partner Satisfaction, Time to Resolution, and SLA targets. • Partner closely with CS Vendor Operations, Account Management, Product, and other internal teams on priority resolutions. • Maintain high flexibility, stepping up for task assignments, stretch projects, and strategic initiatives beyond traditional support bounds.

• Receive competitive compensation packages including base salary and annual bonuses. • Work hybrid with only 1 day per week in the London office and flexibility to suit your lifestyle. • Enjoy a flexible schedule with work-life balance ingrained in the culture by design. • Receive annual tuition assistance for qualified programmes. • Access a lifestyle benefit to spend on travel, wellness, or whatever suits you. • Receive travel perks and discounts. • Access donation matching for qualifying charitable contributions. • Receive health benefits with great coverage and competitive premiums plus a generous referral scheme.

The Tripadvisor Group connects people to experiences worth sharing, aiming to be the world's most trusted source for travel and experiences. The subsidiaries of Tripadvisor, Inc. (Nasdaq: TRIP) include a portfolio of travel brands and businesses including Tripadvisor, Viator, and TheFork. Tripadvisor operates at scale with over 500 million reviews reaching over 390 million unique visitors each month.