Customer Service Advisor

Tripadvisor

Technical Service Advisor I Bókun (French Speaking)    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: This role is a hybrid position that requires 2 days per week in our Oxford office. About Bókun Bókun is a business management software created specifically for tours, attractions, and experience suppliers. It is the complete booking and channel management solution for extraordinary experiences, and its vision is to power the travel experience industry, driving more bookings for operators, connecting new channels, and enabling 3rd parties to build and connect to our platform, while optimizing supplier operations with new tools and services to support business growth. Bókun acts as a booking engine, channel manager, marketplace, price management tool, and more. Founded in 2012, Bókun's customer base is global, ranging from local suppliers to Fortune 500 companies.   What you’ll do: As a Technical Support Advisor at Bókun, you will be part of the Escalation Team, playing a key role in diagnosing and resolving technical issues while ensuring a seamless customer experience. You will handle a diverse range of technical challenges — from troubleshooting complex incidents to investigating in-depth cases that require strong analytical thinking, mediation, and negotiation skills. Using all available tools and resources, you’ll accurately triage and resolve customer issues or escalate them to the appropriate teams as needed. This role involves managing inbound and outbound communication in English and French across multiple channels, including email, phone, video calls with screen sharing, and chat. You will be responsible for researching and replicating reported problems, raising detailed bug reports, and proactively following up on open tickets to ensure timely resolution. In addition, you’ll maintain clear troubleshooting documentation, act as an internal escalation point for Tier 1 support cases, and collaborate closely with technical teams to manage escalations effectively. Success in this role depends on your ability to combine strong technical acumen with excellent communication and interpersonal skills to deliver high-quality support that meets key performance goals such as response time, quality, and customer satisfaction.    The ideal candidate will possess: * 1–3 years of proven experience in a customer service or technical support role, ideally within the B2B sector. * Strong problem-solving mindset with the ability to apply analytical and investigative skills to resolve customer issues creatively and independently. * Basic working knowledge of CSS, HTML, and website CMS tools. * A customer-focused attitude — enthusiastic, courteous, assertive, and proactive in driving engagement and resolution. * Excellent teamwork skills, with a positive, friendly, and can-do approach when collaborating with both customers and colleagues. * Openness to learn new and complex topics, constructive feedback and adaptability to business changes. * Confidence and professionalism in handling complaints, mediating conflicts, and troubleshooting technical issues. * Experience in the travel, tourism, leisure, or hospitality industries is a plus, but not essential for candidates with a strong passion for customer care. * Experience working toward customer satisfaction targets and operational metrics, including quality, efficiency, and handle time. * Fluency in written and spoken English and French. * Ability to multitask effectively in a fast-paced environment, identify next steps, and follow through with precision. * Flexibility to work shift patterns, including occasional weekends.     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. 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!     #LI-JP #LI-Hybrid

Tripadvisor

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: 40 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. 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!     #LI-JP #LI-Hybrid

Tripadvisor

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. Tripadvisor Experiences Engineering is the team that builds and supports the world's leading marketplace for travel experiences. We believe that making memories is what travel is all about. And with 400,000+ travel experiences to explore—everything from simple tours to extreme adventures (and everything in between) —making memories that will last a lifetime has never been easier.   About the Role We’re looking for a product-focused Software Engineer II to join our fast-growing Experiences Engineering team. This is a full-stack role, leveraging Java, SQL, React, AWS and AI tools. It’s ideal for mid-level engineers who enjoy solving complex problems, shipping frequently, and working in a modern cloud environment. You’ll play a key role in building high-impact features that power millions of traveler experiences globally.    We embrace flexibility in where and how work gets done and also value meaningful in-person moments to connect and collaborate. You can expect a remote-first working model with periodic in-person gatherings at your closest office for team connection, planning, or other key moments. This position is open to candidates based within a commutable distance (generally up to 1.5 hours) of one of our office hubs in Oxford.   What You’ll Do  * Drive Impact: Connect your engineering work directly to traveler value by owning features from design to deployment. * Shape the Product: Partner with product, design, and data teams to influence what we build, helping to define specifications and find the most efficient path to success. * Collaborate & Mentor: Review code, provide thoughtful feedback, and coach less experienced engineers to maintain a high bar for quality. * Innovate with AI: Use agentic AI as a daily partner to plan approaches, automate routine tasks, and focus your energy on solving more complex technical challenges. * Champion Operational Health: Take hands-on ownership of system reliability by building monitoring dashboards, managing alerts and support cases, and fixing underlying bugs to continuously improve service resilience and eliminate operational toil. * Build for Quality: Design and implement clean, maintainable solutions with a focus on performance, security, and automated testing.   Skills & Experience  We typically look for a minimum of 2-3 years’ experience, following a Bachelor’s degree or above in Comp Science or a related field.   * Full-Stack Mindset: Experience developing web apps, including proficiency in a modern backend language (e.g., Java, C#, Go, Python) and familiarity with relational databases. * Problem Solving: A strong grasp of computer science fundamentals (data structures, algorithms) and the ability to apply them to real-world distributed systems. * Data-Driven: A habit of using operational data and experiment results to validate that your changes had the intended effect. * AI Coding: you are fluent coding with either Cursor or Codex/Claude/Open Code.  * Global Mindset: Ability to operate effectively within a global team, communicating clearly about progress and blockers.   We don’t expect you to know everything on day one. However, we’re especially interested if you’ve had exposure to AWS, React, or NoSQL databases. More than any specific tool, we value curiosity and the ability to solve problems creatively.    We value engineers from different technical backgrounds. You can complete our coding interview exercises in any language of your choice, but need to be open to working within the Java ecosystem when you join!   What We Offer * Competitive compensation packages, including base salary, annual bonus, and more. * “Work your way” with flexibility to suit your lifestyle. We take a remote-friendly approach to collaboration, with the option to join on-site as often as you’d like in select locations.  * 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: * Traveller 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.   Discover more in our Tech Blog, for an inside look into some of our exciting and ground-breaking technical projects here at Tripadvisor Group.   Tripadvisor Group champions the unique identities, abilities, and experiences of all our people – employees, customers, and partners. This stems from our belief in the transformative power of travel, dining, and experiences to connect us and open doors to worlds very different from our own. Our ED&I strategy shapes how we approach our people, culture, business, and reputation. Tripadvisor Group strives to embed inclusion and belonging across all our brands.    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!   #LI-Hybrid  #LI-SM1