Supplier Support Advisor/CX Advisor - B2B

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 safegu...

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 ...

Execution to Escalations: Maintains primary oversight of high-volume onshore and Tier-2 queue management while utilizing content management systems to review, refine, and optimize tour and activity listings across Viator.

Technical & Strategic Scope: Focus on executing standard workflows and applying established best practices.
Support: Provide high-quality, real-time assistance to tour operators via email, live chat, and phone.
Support & Resolution: Assist with resolving operational questions and identifying issues, escalating complex concerns to senior team members when needed.
Account & Booking Care: Assist operators with account management, product inquiries, and booking resolutions.
Cross-Functional Collaboration: Partner with internal support teams to swiftly resolve overlapping traveler and operator issues.
Listing Enhancement: Utilize content management systems to review, refine, and optimize tour and activity listings on Viator.
Accurate Distribution: Ensure precise categorization of products across all sales channels, including Viator, Tripadvisor, and distribution partners.
Technical Connectivity: Facilitate and troubleshoot seamless integration between operator booking systems and Viator/Tripadvisor platforms.
Product Guidance: Share established best practices with operators to help improve their product listings and visibility.
Self-Service Advocacy: Train operators to effectively utilize self-service tools for managing bookings, updating account details, and maintaining accurate profiles. 
Team Support: Participate in team discussions, contribute to group goals, and support new departmental initiatives.
Relationship Building: Establish and maintain trusted relationships with internal business units, external vendors, and global partners.
Agility: Handle other duties and projects as assigned to support business growth.

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.  
Education & Experience: Bachelor’s degree or equivalent experience. Prior customer support or partner-facing experience is a plus, but not required.
Communication: Exceptional written and verbal communication skills in English (bilingual proficiency is a plus).
Technical Savvy: Proficient with Google Workspace, online platforms, and CRM systems (experience with Salesforce is highly preferred).
Problem-Solving: Ability to learn quickly, follow established processes, and work effectively as part of a team to solve routine challenges.
Work Ethic: A self-motivated professional with meticulous attention to detail and a commitment to thorough follow-through.
Internet Connectivity: Reliable high-speed broadband connection with minimum speeds of 25 Mbps download and 10 Mbps upload.
Work Environment: A quiet, dedicated home office setup with a direct Ethernet connection to the router or modem.
Flexibility: Ability to work a flexible schedule to accommodate evolving operational needs and customer demands.

 
Traveler-First Mindset (Essential): A passion for driving exceptional partner value and delivering effortless, high-quality support resolutions.
Communication (Required): Strong interpersonal skills, with the ability to clearly articulate operational issues to colleagues and partners.
Analytical Skills: Ability to review basic data and identify trends to help solve operational issues.
Industry Expertise (Preferred): Prior experience in a similar partner support or operations role within the travel and hospitality sector.

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