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For Companies At a Glance
- Tasks: Lead the online customer service team and enhance user satisfaction.
- Company: Skyscanner, a global leader in travel planning tools.
- Benefits: Hybrid work, inclusive culture, and opportunities for personal growth.
- Why this job: Make a real impact on travellers' experiences and shape the future of travel.
- Qualifications: Experience in managing customer service teams and strong communication skills.
- Other info: Join a diverse team committed to making travel easier for everyone.
The predicted salary is between 36000 - 60000 ÂŁ per year.
Join to apply for the Online Customer Service Manager role at Skyscanner.
About Skyscanner
Everyone loves travelling, but planning is not without its challenges. That’s why we’ve spent 20 years building tools that turn travel‑planning chaos into a breeze. Today, around 100 million travellers count on us every month to skip the “47 browser tabs open” phase and find flights, cars, and hotels quickly and easily.
About The Role (Hybrid)
As an Online Customer Service Manager, you’ll help steer the day‑to‑day operations of the global User Satisfaction team, keeping travellers happy and turning feedback into product improvements.
Setup
Reporting to the Senior Online Customer Service Manager, you’ll partner closely with Product, Engineering, Partner Success, Commercial, Legal, PR, Marketing and Social to elevate the end‑to‑end experience.
Scope
You’ll own service quality and key KPIs for your team across channels, help scale self‑serve and automation, and ensure we meet regulatory and partner standards.
Craft
You blend analytical rigour with people leadership – coaching the team to high performance while continuously improving processes, tooling and knowledge.
What You’ll Be Doing
- Lead the online customer service strategy and day‑to‑day operations of your team, ensuring a consistently brilliant experience.
- Own the numbers: Track KPIs; build reporting and reviews that turn trends into action and measurable impact.
- Champion the traveller: Be the clear voice of our users – synthesize feedback, spot themes and influence product and policy changes that remove friction.
- Up‑level the team: Hire, onboard and coach team members; run 1:1s and development plans; embed a continuous learning culture.
- Tackle escalations: Lead on complex complaints, incidents and PR‑sensitive cases; coordinate cross‑functionally.
About You
- Customer‑obsessed operator: Proven experience managing operational customer service teams in tech/travel/marketplace environments, with a record of raising the bar.
- People‑first leader: You coach for performance, give clear feedback and stay calm under pressure – earning trust from your team and peers.
- Data‑fluent: Comfortable with dashboards and analysis, you translate insights into prioritised actions and can quantify outcomes.
- Tooling‑savvy: Hands‑on with helpdesk platforms (Zendesk a plus) and QA tools; you understand how systems and integrations shape the user journey.
- Influential communicator: Exceptional written and verbal skills; adept at resolving complex disputes with empathy and impacting stakeholders at every level.
- Partner‑minded collaborator: You build productive relationships with partners and internal stakeholders to improve both Skyscanner and partner experiences.
- Change‑ready and principled: Sound judgement, high integrity and a growth mindset – you balance user, partner and business needs in a fast‑moving environment.
What It’s Like Here
We are the real deal — no corporate gloss, no empty promises. Just a team of genuinely curious, caring humans, building things that help travellers explore the world a little easier. Skyscanner is made up of brilliant humans from every corner of the world. We believe travel makes the world better — and that the same is true of our diverse teams. We’re proud to be an equal‑opportunity employer and are committed to building an inclusive workplace where everyone can thrive and products that are accessible to all.
Sound like your kind of adventure? Apply now and help us shape the future of travel. We’re committed to ensuring our application and recruitment processes are inclusive and accessible to everyone. If you require any reasonable adjustments or accommodations for interviews, and/or wish to apply under the Disability Confident scheme, please let your recruiter know. If you’d like more information on any of our policies, such as hybrid working or Parental Leave policies, our recruitment team can provide more information.
Online Customer Service Manager in Edinburgh employer: SkyScanner
Contact Detail:
SkyScanner Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Online Customer Service Manager in Edinburgh
✨Tip Number 1
Get to know Skyscanner inside out! Familiarise yourself with their products and services, and think about how your experience can enhance the traveller's journey. This will help you stand out in interviews.
✨Tip Number 2
Network like a pro! Connect with current or former employees on LinkedIn. Ask them about their experiences and any tips they might have for landing the Online Customer Service Manager role.
✨Tip Number 3
Prepare for situational questions! Think of examples from your past where you've tackled customer service challenges or led a team. Use the STAR method (Situation, Task, Action, Result) to structure your answers.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in being part of the Skyscanner family.
We think you need these skills to ace Online Customer Service Manager in Edinburgh
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Online Customer Service Manager role. Highlight your experience in managing customer service teams and how you've improved user satisfaction in previous roles. We want to see how you can bring your unique skills to our team!
Showcase Your Data Skills: Since this role is all about tracking KPIs and using data to drive decisions, don’t forget to mention any relevant experience with dashboards or analytics tools. We love seeing how you’ve turned insights into action in past positions!
Communicate Clearly: Your written communication skills are key for this role, so make sure your application is clear and concise. Use a friendly tone that reflects your personality, and don’t shy away from showing your passion for customer service and travel!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets to the right people. Plus, it shows us you’re serious about joining our team at Skyscanner!
How to prepare for a job interview at SkyScanner
✨Know Your Numbers
As an Online Customer Service Manager, you'll need to own the KPIs. Brush up on your data analysis skills and be ready to discuss how you've used metrics to drive improvements in past roles. Bring examples of how you tracked performance and made data-driven decisions.
✨Showcase Your People Skills
This role is all about leading a team, so be prepared to talk about your coaching style. Share specific instances where you've helped team members grow or resolved conflicts. Highlight your ability to create a positive, people-first culture that drives performance.
✨Be the Voice of the Customer
Skyscanner values customer feedback, so come equipped with examples of how you've synthesised user insights into actionable changes. Discuss how you've championed the customer experience in previous roles and influenced product or policy changes based on feedback.
✨Familiarise Yourself with Tools
Since you'll be working with helpdesk platforms like Zendesk, make sure you're comfortable discussing your experience with these tools. Be ready to explain how you've used technology to enhance the customer journey and streamline operations in your previous positions.