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Tripadvisor Logo Tripadvisor · Customer Service

Escalation Resolution Associate

United Kingdom, Oxford · Job Posted May 30, 2026
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Job Description

As an Escalation Resolution Associate, you will support customers by resolving queries across phone, chat, and email, with a focus on delivering high-quality, consistent service. You’ll handle complex and escalated contacts, including cases with legal, regulatory, governmental, or PR considerations, managing each with care and sound judgment. You’ll also support day-to-day operations by assisting with booking-related queries, providing basic technical guidance, and helping both customers and agents find clear, effective solutions. You’ll use a range of tools to review customer accounts, interpret policies, and resolve issues efficiently. You’ll also partner with your Team Manager on projects that improve processes, team performance, and overall service delivery.

Job Responsibility

  • Support customers by resolving queries across phone, chat, and email
  • Handle complex and escalated contacts, including cases with legal, regulatory, governmental, or PR considerations
  • Support day-to-day operations by assisting with booking-related queries and providing basic technical guidance
  • Use a range of tools to review customer accounts, interpret policies, and resolve issues
  • Partner with Team Manager on projects that improve processes, team performance, and overall service delivery
  • Highlight opportunities to mitigate customer experiences by raising appropriate escalation forms

Requirements

  • Minimum broadband connection: 25MB download and 10MB upload via Ethernet (no Wi-Fi). Proof required
  • At least 6 months’ experience in customer service (office or call centre)
  • Quiet home working environment with direct Ethernet connection
  • Strong written and spoken English
  • Confident typing, phone, and computer navigation skills
  • Ability to work in a high-pressure environment while maintaining quality
  • Flexibility to work across shifts, including weekends and public holidays

Nice to have

  • Previous call centre customer service experience
  • Experience supporting customers across multiple channels (phone, chat, email, social)
  • At least 6 months’ experience handling escalated contacts with legal, regulatory, governmental, or PR considerations

What we offer

  • Competitive compensation packages including base salary and annual bonuses
  • Flexible schedule
  • Donation matching
  • Tuition assistance
  • Lifestyle benefit
  • Travel perks
  • Employee assistance program
  • Health benefits
  • Generous referral scheme
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