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Tripadvisor is seeking a Supplier Support Advisor (CX Advisor) to support tour operators on the Viator and Tripadvisor platforms. In this role, you will ensure operators adhere to platform procedures and content guidelines while maintaining high service standards. You will provide hands-on support via email, chat, and phone to tour operators worldwide, helping them manage accurate and high-performing product listings.
Key responsibilities include:
**Operator Support & Issue Resolution**
- Deliver high-quality, real-time assistance to tour operators across multiple channels (email, live chat, phone)
- Resolve operational questions and identify issues, escalating complex concerns to senior team members as needed
- Assist with account management, product inquiries, and booking resolutions
- Partner with internal support teams to resolve overlapping traveler and operator issues
**Product Optimization & Connectivity**
- Use content management systems to review, refine, and optimize tour and activity listings on Viator
- Ensure precise categorization of products across all sales channels (Viator, Tripadvisor, distribution partners)
- Facilitate and troubleshoot seamless integration between operator booking systems and Viator/Tripadvisor platforms
- Share established best practices with operators to improve their product listings and visibility
**Team Collaboration & Continuous Improvement**
- Train operators to effectively use self-service tools for managing bookings and account details
- Participate in team discussions and support new departmental initiatives
- Establish and maintain trusted relationships with internal business units, external vendors, and global partners
- Handle additional duties and projects as assigned to support business growth
You will operate in a fast-paced environment with a traveler-first mindset, balancing the needs of both travelers and tour operators. The role involves managing high-volume queues and Tier-2 escalations while executing standard workflows and applying established best practices.
**Requirements:**
- Bachelor's degree or equivalent professional experience
- Prior customer support or partner-facing experience is a plus but not required
- Exceptional written and verbal communication skills in English (bilingual proficiency is a plus)
- Proficiency with Google Workspace, online platforms, and CRM systems (Salesforce experience highly preferred)
- Ability to learn quickly, follow established processes, and work effectively as part of a team
- Self-motivated professional with meticulous attention to detail and commitment to thorough follow-through
- Reliable high-speed broadband connection (minimum 25 Mbps download, 10 Mbps upload)
- Quiet, dedicated home office setup with direct Ethernet connection to router/modem
- Ability to work flexible schedule to accommodate operational needs
- Traveler-first mindset with passion for delivering exceptional partner value
- Strong analytical skills and ability to identify trends in operational data
- Prior experience in partner support or operations within travel and hospitality sector (preferred)
