Bókun Technical Customer Service Advisor - Spanish Speaker in Oxford

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.

Job Location: Hybrid

This role is a hybrid position that requires X days per week/month (here depending on ABW rules) in our [city] office.

What You’ll Do

As a Technical Customer Service Advisor – Spanish Speaker at Bókun, you will undertake a variety of duties from troubleshooting technical issues to investigating in‑depth, complex cases where your mediation and negotiation skills will be called upon to deliver a high level of resolution. Using all available knowledge tools and resources to achieve the defined monthly goals you will be required to quickly diagnose and triage issues, resolve incidents, and/or dispatch to the next resolving group according to the escalation process. You are expected to have the technical and interpersonal skills to deliver a high level of customer satisfaction.

Your Key Responsibilities Will Include:

• Handle emails, calls, or chats according to company policy.
• Troubleshooting incoming issues, identifying root causes, and finding a path to resolution.
• Researching and resolving internal (Tier 1) and external user‑reported issues related to the product.
• Gather data, test, and replicate problems.
• Raising detailed bug tickets for the development team where necessary and proactively following up on the tickets.
• Act as an internal escalation route for all Tier 1 support issues.
• Collaborating with technical teams to help with support escalations.
• Follow best practice incident management processes to meet your monthly goals (Response time, Quality scores, Customer Satisfaction metrics).

The Ideal Person For This Role Will Be:

• 1-3 years of proven experience in a Customer Service position where technical skills and troubleshooting were required (preferably in the B2B sector).
• Fluent in English and Spanish (spoken and written) with the ability to support Spanish‑speaking customers across email, chat, and phone channels.
• “Problem‑Solving” character – Ability to apply analytical and investigative skills to resolve customer issues creatively and with minimal direction.
• Hold a basic knowledge of CSS, HTML, and website CMS tools.
• Customer‑oriented, enthusiastic, courteous, assertive, and motivated to take charge of both customer engagement and problem resolution.
• A team player who is positive, friendly, and has a can‑do attitude towards staff and customers.
• Confident and competent in handling complaints, mediation, and troubleshooting technical issues.
• Experience within the travel, tourism, leisure, and hospitality industries would be an advantage but is not essential if you have a passion for customer care.
• Ability to multitask in a fast‑paced environment, Identifying next steps and executing them diligently.
• Ability to work shift patterns, including some weekends.

What We Offer:

• Competitive compensation packages (routinely benchmarked against the latest industry data), including base salary and annual bonuses.
• “Work your way” with flexibility to suit your lifestyle.
• Tripadvisor Group takes a remote‑friendly approach to collaboration across a worldwide team, with the option to join on‑site as often as you’d like or as required by your team.
• Flexible schedule.
• Work‑life balance is ingrained in our culture by design.
• Trust and accountability make it work.
• Donation matching.
• Tuition assistance.
• Lifestyle benefit.
• Travel perks.
• Employee assistance program.
• Health benefits.
• Generous referral scheme.

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 the solutions of tomorrow across every aspect of our business.
• We succeed together: The best outcomes are driven by empathic, humble, and diverse subject matter experts working toward shared goals.

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 make sure to 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.