TripAdvisor: Team Lead, Customer Support, Americas

Team Lead, Customer Support, Americas

What youll do:

  • Lead and supervise a team that supports TripAdvisor customers.
  • Mentor and coach Customer Support specialists
  • Conduct regular 1:1s with team members providing constructive feedback and identifying areas for development and training
  • Manage staff holidays ensuring sufficient staffing levels at all times
  • Keep accurate sickness records and conduct return to work interviews
  • Escalate any staffing issues to Manager
  • Respond promptly to customer escalations ensuring that a great customer experience is provided
  • Obtain and evaluate all relevant information to handle inquiries and complaints
  • Direct requests and unresolved issues to the designated department, manager or director
  • Keep accurate records of customer inquiries, interactions, and details of actions taken
  • Communicate and coordinate with internal departments
  • Follow up on customer interactions
  • Submit accurate reports as required and interpret information to ensure optimum levels of service are provided
  • Troubleshoot technical problems and escalate bug reports to management
  • Deputise for Team manager as required
  • Assist with interviewing for new team members
  • Identify areas for improvement within the team
  • Contribute regularly to team meeting
  • Experience with Social Media Support and driving the process management for this channel

What we need from you:

  • Experience in customer service
  • Excellent people management skills
  • Patience, understanding and resilience when managing complex situations
  • Sense of discretion around confidential information
  • Strong time management/prioritization skills and multi-tasking ability
  • Ability to work independently, anticipate problems and suggest solutions
  • Flexibility to work weekends or holidays to support frontline agents & vendors, if required in future.

TripAdvisor provides a unique, global work environment that captures the speed, innovation and excitement of a startup, at a thriving, growing and well-established industry brand. At TripAdvisor, you will be part of a dynamic, fun, and energetic team where you can immediately make meaningful contributions.