Senior Partner Support Executive

About the company

The company 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 the company, Inc. (Nasdaq: TRIP), include a portfolio of travel brands and businesses, including the company, 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 the company'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—presenting feasible business cases for manager/CS Ops approval prior to deployment.
• 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—even if they extend beyond traditional support bounds. Adapt swiftly to shifting team priorities, lending operational and analytical support to ad-hoc cross-functional campaigns or organizational needs.
• 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 to help elevate the overall capability of the support team.
• 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. Maintain exceptional quality standards while balancing operational efficiency and handling speed.
• Stakeholder & Ecosystem Collaboration: Partner closely with internal teams (CS Vendor Operations, Account Management, Product, and others) to align on priority resolutions and smooth process updates. Act as a Subject Matter Expert on the Viator Partner Program and integration frameworks to eliminate booking and setup friction.

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 to pull, filter, model, and interpret operational data sets.
• Technology adaptability, with demonstrated comfort using modern tech, GenAI, and automation tools in compliance with internal AI security and data governance standards.

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 to calculate the true operational, financial, and customer fallout of bugs, defects, and process breakdowns.
• 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, interpret complex data, and drive root-cause solutions under pressure.
• Flexible & growth-oriented: Highly adaptable with an eagerness to learn; enthusiastic about stepping up to support non-standard operational tasks, new project scopes, or emerging team needs.
• Peer leader & mentor: Patient communicator who enjoys sharing knowledge, guiding junior team members through complex troubleshooting, and elevating overall team capability.
• Strong communicator: Exceptional written and verbal communication skills; adept at de-escalating frustrated partners and translating complex technical details into clear, actionable guidance.

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. We provide discounts and more.
• Employee assistance program. We’re here for you with resources and programs to help you through life’s challenges.
• Health benefits. We offer great coverage and competitive premiums.
• Generous referral scheme. Help us grow and be rewarded with generous 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 the solutions of tomorrow.
• 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.