Supplier Support Advisor/CX Advisor - B2B

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.  

Who are we looking for? 

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.  

Role Scope & Focus

• 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.

Key Responsibilities

Operator Support & Issue Resolution

• 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.

Product Optimization & Connectivity

• 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.

Team Collaboration & Continuous Improvement

• 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.

Qualifications & Experience

Professional Experience & Skills

• 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.

Home Office & Technical Requirements

• 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.

Skills You Should Bring to the Role

• 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.

If you need reasonable accommodation or support during the application or the recruiting process due to a medical condition or disability, please reach out to your individual recruiter or send an email to AccessibleRecruiting@tripadvisor.com and let us know the nature of your request . Please include the job requisition number in your message. 

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.

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!