Senior Partner Support Executive

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. The subsidiaries of Tripadvisor, Inc. (Nasdaq: TRIP), include a portfolio of travel brands and businesses, including Tripadvisor, Viator, and TheFork.

Job Location: Hybrid

This role is a hybrid position that requires 1 day per week in our London office.

What You'll Do

The Senior Partner Support Executive serves as an expert escalation layer, data-informed process innovator, and subject matter authority across our partner support ecosystem. As a core pillar of Customer Service Operations (CS Ops), you live a customer-first philosophy - enabling partners to unlock maximum value for the traveler. By leveraging a strategic blend of Automation, AI-Assist, and Human-Assist, you remove friction across every step of the journey to plan, book, and enjoy amazing experiences while protecting Tripadvisor's legacy of trusted, exceptional care. Working alongside onshore and offshore teams, you utilize data tools to resolve complex escalations, measure issue impact, eliminate operational effort, mentor junior colleagues, and flexibly support any initiative managed by the team.

Key Responsibilities

• Senior Escalation & Complex Support: Serve as the senior escalation point for complex, high-priority partner issues routed from front-line agents (onshore/offshore), Account Managers, and cross-functional stakeholders. Take end-to-end ownership of critical Key Account friction, bringing cases to rapid, high-quality resolution within established delegation-of-authority limits while championing customer-first service.
• Data Analysis & Impact Measurement: Leverage core data platforms - including BigQuery (BQ) and Looker - to query, investigate, and analyze complex operational trends. Measure and quantify the real-world business and traveler impact of platform bugs, system outages, and process gaps to help leadership prioritize technical and operational fixes.
• Process Optimization & Efficiency: Proactively audit day-to-day workflows with a CS Ops efficiency mindset to identify operational bottlenecks, redundancies, and process gaps. Develop concrete improvement ideas and present structured, data-informed proposals to the Partner Support Manager to streamline team operations and eliminate effort.
• AI & Automation Innovation: Actively identify opportunities where repetitive tasks can be automated or augmented with AI to reduce operational friction. In compliance with company AI usage, data privacy, and security guidelines, take the initiative to build, test, and prototype early-stage ideas using internal company AI tools.
• Adaptability & Special Project Support: Maintain high flexibility and a strong willingness to learn, stepping up to take on task assignments, stretch projects, and strategic initiatives handled by the Partner Support team.
• Peer Mentorship & Team Guidance: Assist and guide colleagues and front-line support representatives, serving as a trusted Subject Matter Expert. Share best practices, support onboarding, and assist colleagues through complex case troubleshooting.
• Performance, SLAs & Quality Focus: Consistently meet or exceed core performance indicators for escalated case queues, including Partner Satisfaction metrics, Time to Resolution, and SLA targets.
• Stakeholder & Ecosystem Collaboration: Partner closely with internal teams to align on priority resolutions and smooth process updates.

Minimum Qualifications & Experience

• 1-2 years’ experience in B2B/Partner Customer Support, Technical Support, or Partner Success, preferably within a multi-tiered contact center or digital marketplace environment.
• Proven track record handling high-value accounts, complex escalations, and meeting strict SLA requirements.
• Hands-on proficiency with enterprise CRM systems (such as Salesforce), Excel, and modern case management tools.
• Hands-on experience querying and reporting data using BigQuery (SQL) and Looker.
• Technology adaptability, with demonstrated comfort using modern tech, GenAI, and automation tools.

Skills You Should Bring to the Role

• Customer-First ethos: Deeply aligned with CS Ops values; passionate about eliminating friction and effort for travelers and partners through seamless service solutions.
• Data-driven & impact-focused: Able to look beyond surface-level metrics using tools like BQ and Looker.
• Efficiency-minded: Naturally inclined to spot operational bottlenecks, challenge broken workflows, and bring tangible, data-backed improvement proposals to management.
• Analytical problem-solver: Strong detective mindset with the ability to investigate ambiguous technical issues.
• Flexible & growth-oriented: Highly adaptable with an eagerness to learn.
• Peer leader & mentor: Patient communicator who enjoys sharing knowledge and guiding junior team members.
• Strong communicator: Exceptional written and verbal communication skills.

What We Offer

• Competitive compensation packages, including base salary and annual bonuses.
• “Work your way” with flexibility to suit your lifestyle.
• Flexible schedule.
• 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.
• 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 make sure to reach out to your individual recruiter or our team at AccessibleRecruiting@tripadvisor.com.