Tier 1 Support Specialist, KAYAK

KAYAK

Location:
United States, Concord

Category:
Customer Service

Contract Type:
Not provided

Salary:

35.00 - 38.00 USD / Hour

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Job Description:

KAYAK, part of Booking Holdings (NASDAQ: BKNG), is the world’s leading travel search engine. With billions of queries across our platforms, we help people find their perfect flight, stay, rental car and vacation package. We’re also transforming business travel with a new corporate travel solution, KAYAK for Business. As an employee of KAYAK, you will be part of a travel company that operates a portfolio of global metasearch brands including momondo, Cheapflights and HotelsCombined, among others. From start-up to industry leader, innovation is in our DNA and every employee has an opportunity to make their mark. Our focus is on building the best travel search engine to make it easier for everyone to experience the world.

Job Responsibility:

Respond to customer inquiries and issues via multiple channels, which may include ticketing systems, email, phone, and chat
Troubleshoot and resolve customer problems efficiently, utilizing debugging tools, analyzing logs, and interpreting request/response data to start to diagnose technical issues
Collaborate with internal teams, such as Sales, Product, and Engineering, to address customer questions and escalate complex issues
Identify trends in customer issues and bugs, documenting and reproducing them for further analysis
Contribute actively to team goals, share knowledge through mentorship, and aid in documentation efforts
Work closely with some of the fastest-growing companies as their primary support contact, ensuring high customer satisfaction levels

Requirements:

A passion for customer support and dedication to making a positive impact on customer experience
Strong communication skills, both verbal and written, with the ability to articulate technical issues clearly and tactfully
Experience in troubleshooting and problem-solving in a technical support role
Ability to work collaboratively with cross-functional teams and external partners
Empathy, diplomacy, and composure under pressure when working through customer issues
Flexibility to work evenings and weekends
Familiarity with Amadeus GDS systems: Flights, Hotels, Cars
Ability to learn new tools and technologies quickly and a curiosity for learning

What we offer:

Work from (almost) anywhere for up to 20 days per year
Focus on mental health and well-being: Company-paid therapy sessions through SpringHealth
Company-paid subscription to HeadSpace
Company-wide week off a year - the whole team fully recharges (and returns without a pile-up of work!)
No meeting Fridays
Paid parental leave
Generous paid vacation + time off for your birthday
Paid volunteer time
Focus on your career growth: Development Dollars
Leadership development
Access to thousand of on-demand e-learnings
Travel Discounts
Employee Resource Groups
Competitive retirement and health plans
Free lunch 2 days per week
Fun quarterly events such as boat trips, arcades, ski trips, Thursday happy hours, and more

Additional Information:

Job Posted:
June 13, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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Tier 1 Support Specialist