At a Glance
- Tasks: Investigate fraud, manage user requests, and ensure content integrity on a global platform.
- Company: Join Tripadvisor Group, the world's trusted source for travel experiences.
- Benefits: Flexible work options, competitive pay, tuition assistance, and travel perks.
- Other info: Dynamic team culture with opportunities for career growth and personal development.
- Why this job: Make a real impact in customer support and fraud detection while growing your skills.
- Qualifications: 2+ years in support or fraud roles, strong communication, and attention to detail.
The predicted salary is between 29700 - 36300 £ per year.
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.
With over a billion reviews and opinions published on Tripadvisor, and hundreds more coming in every minute, it's vital for us to manage customer support, detect and block fraudulent content, and handle investigations related to content integrity. This is a blended role within Tripadvisor's Fraud team, serving as an operational link between onshore leadership and our offshore delivery teams. You'll provide a positive customer support experience, educate users and owners on our guidelines, and safeguard the credibility of platform reviews, with opportunities to grow into deeper fraud investigation work as your skills and interests develop.
Why this job is excellent
Managing the lifecycle of complex end-user requests requires dynamic problem-solving, empathy, and passion combined with a commitment to top-tier training programs and quality assurance (QA). As you grow in the role, you'll also combine cutting-edge anti-fraud technology and investigative techniques to help us stay one step ahead of fraudsters. The specific balance of support and investigative work is shaped by your strengths and interests as well as team needs, and can shift over time as you grow into the parts of the work you enjoy most.
Location: London- Hybrid/Remote
What you will do:
- Fraud-focused Customer Support & Escalations: Investigate potential guideline violations, manage the lifecycle of complex user requests, and resolve high-profile cases. You will partner with our CMI fraud team and educate property owners on moderation policies. Address and manage high-profile escalations that cannot be handled by offshore agents.
- Quality Assurance & Training: Act as an operational link between onshore leadership and offshore delivery teams. Perform quality audits, participate in calibration calls, and help develop training materials to ensure global accuracy and guideline compliance.
- Fraud Investigation: Utilize digital forensics and open-source intelligence (OSINT) to detect, prevent, and remove fraudulent or biased high-risk content.
- Strategy & Data: Leverage SQL and data analysis to track key metrics, identify content trends, prepare cases for Legal, and propose policy updates that enhance our fraud detection systems.
Skills & Experience:
- 2+ years of relevant professional experience in a direct support role, fraud, Trust & Safety, or content moderation.
- A passion for customer support, fraud detection, and quality assurance, with a focus on attention to detail, time management, and multitasking.
- Sound judgment to resolve complex escalations and make decisions based on potential business impact.
- Strong communication skills for collaboration across a global team, specifically with offshore delivery teams.
- Proven experience creating training documentation, maintaining knowledge bases, and performing quality audits.
- Results-oriented ability to use feedback, QA scores, and metrics to improve performance.
- Experience with SQL, Tableau, Jira, and/or Confluence is a plus.
- Fluency in English required; fluency in multiple languages is a plus.
What We Offer:
- Competitive compensation packages, including base salary and annual bonuses.
- “Work your way” with flexibility to suit your lifestyle.
- Flexible schedule. Work-life balance is ingrained in our culture by design.
- Donation matching. We match qualifying charitable donations annually.
- Tuition assistance. Receive annual support for qualified programs.
- Lifestyle benefit. An annual benefit to spend on yourself.
- Travel perks. Discounts and more for employee development.
- Employee assistance program. Resources and programs to help you through life’s challenges.
- Health benefits. Great coverage and competitive premiums.
- Generous referral scheme. Awards for referring successful candidates.
Our Cultural Pillars:
- Traveler first: We exist to create value for our customer, the traveler.
- Execution is our edge: We act fast, experiment, learn from failure, iterate, and improve.
- We succeed together: The best outcomes are driven by empathic, humble, and diverse subject matter experts.
We strive to create an accessible and inclusive experience for all candidates. If you need a reasonable accommodation during the application or the recruiting process, please reach out to your individual recruiter or our team at AccessibleRecruiting@tripadvisor.com.
If you have any additional questions about careers at Tripadvisor you can email us at recruitment@tripadvisor.com.
Associate Investigator employer: TripAdvisor
At Tripadvisor/Bókun, we pride ourselves on fostering a dynamic and inclusive work culture that empowers our employees to take ownership of their roles. As a Business Development Manager, you'll benefit from extensive professional growth opportunities, collaborative cross-functional teams, and the chance to make a significant impact in a rapidly expanding environment. Our remote work flexibility allows you to thrive while enjoying a healthy work-life balance, making us an exceptional employer for those seeking meaningful and rewarding careers.
StudySmarter Expert Advice🤫
We think this is how you could land Associate Investigator
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at TripAdvisor. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like TripAdvisor before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Associate Investigator
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to TripAdvisor:Your cover letter is your chance to shine! Tell us why you want to work at TripAdvisor specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at TripAdvisor!
How to prepare for a job interview at TripAdvisor
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
