Own cases directed to C-suite leadership, direct account investigations, and oversee high-touch associate outreach.
Prepare executive briefings, case summaries, and proposed resolution frameworks for C-level leadership, Legal, PR, and Compliance.
Communicate with dissatisfied travelers by phone and in writing, using conflict-resolution techniques and policy exceptions.
Investigate account histories, system logs, and transaction records to resolve cases from intake to closure.
Apply authorized policy exceptions, issue appropriate refunds, credits, or concessions, and coordinate solutions within approved financial thresholds.
Guide and mentor Escalation Resolution Specialists on prioritization, complex problem-solving, de-escalation, and executive-level writing.
Partner with Legal, Compliance, Product, Logistics, and Executive leadership to resolve sensitive cases and mitigate corporate risk.
Document root causes, conduct post-incident audits, log systemic failures, and brief Knowledge Management and Service Excellence teams.
Monitor and report executive case volumes, Resolution Time SLAs, repeat failure trends, and post-escalation sentiment scores.
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About Tripadvisor
Imagine a world where every trip is extraordinary, every meal memorable, and every experience perfectly planned. That's the world Tripadvisor helps create. As the world’s largest travel guidance platform, Tripadvisor serves hundreds of millions each month, from initial planning to booking and enjoying their journey. You can discover where to stay, what to do, and where to eat, all guided by over 934 million reviews and opinions of nearly 8 million businesses. Travelers turn to Tripadvisor to find deals on accommodations, book experiences, reserve tables at delicious restaurants, and discover great places nearby.
How We Work
Tripadvisor fosters a culture of curiosity and collaboration, where talent drives innovation. You'll find a remote-friendly approach to work, with flexibility to suit your lifestyle. The company values trust and accountability, integrating work-life balance into its design. Decisions often happen in open Slack channels, reflecting a transparent environment.
Engineering at Tripadvisor
Engineers at Tripadvisor tackle complex challenges in scaling and personalization. They build and maintain systems that power a global platform, working with modern technologies to deliver smarter and more personalized travel recommendations. The engineering team focuses on enhancing the user experience through scalable infrastructure and efficient deployment processes. Expect to engage with technologies like Java, React, TypeScript, GraphQL, Kubernetes, and AWS, applying them to problems in areas like recommender systems, generative AI, and user modeling. Teams often release code to production every few days, operating on a daily release cycle.
Why Join Us
Drive impact on a global scale, empowering millions of travelers to make confident decisions.
Contribute to a company that values continuous learning, offering tuition assistance and professional development programs.
Work in a flexible, remote-friendly environment that champions work-life balance.
Innovate with cutting-edge technologies, including AI/ML and generative AI, to personalize the travel experience.
Collaborate with multidisciplinary teams, releasing code frequently and seeing your work go live quickly.
Benefits & Perks
Competitive compensation packages, including base salary and annual bonus.
"Work your way" flexibility and flexible schedules.
Donation matching for qualifying charitable donations.
Tuition assistance for qualified programs.
Annual lifestyle benefit for travel, wellness, or personal use.
Travel perks and discounts.
Employee assistance program for life's challenges.
Health, dental, and vision benefits, with some plans covering full medical premiums for employee-only elections.
Paid time off programs, including vacation and paid public holidays, plus office closure between Christmas and New Year's.