About this role
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: Facilitat