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Technical Customer Service Advisor I Bókun
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 2 days per week in our Oxford office.
About Bókun
Bókun is a business management software created specifically for tours, attractions, and experience suppliers. It is the complete booking and channel management solution for extraordinary experiences, and its vision is to power the travel experience industry, driving more bookings for operators, connecting new channels, and enabling 3rd parties to build and connect to our platform, while optimizing supplier operations with new tools and services to support business growth. Bókun acts as a booking engine, channel manager, marketplace, price management tool, and more. Founded in 2012, Bókun's customer base is global, ranging from local suppliers to Fortune 500 companies.
What you’ll do:
As a Technical Support Advisor at Bókun, you will be part of the Escalation Team, playing a key role in diagnosing and resolving technical issues while ensuring a seamless customer experience. You will handle a diverse range of technical challenges — from troubleshooting complex incidents to investigating in-depth cases that require strong analytical thinking, mediation, and negotiation skills. Using all available tools and resources, you’ll accurately triage and resolve customer issues or escalate them to the appropriate teams as needed. This role involves managing inbound and outbound communication in English and Italian across multiple channels, including email, phone, video calls with screen sharing, and chat. You will be responsible for researching and replicating reported problems, raising detailed bug reports, and proactively following up on open tickets to ensure timely resolution. In addition, you’ll maintain clear troubleshooting documentation, act as an internal escalation point for Tier 1 support cases, and collaborate closely with technical teams to manage escalations effectively. Success in this role depends on your ability to combine strong technical acumen with excellent communication and interpersonal skills to deliver high-quality support that meets key performance goals such as response time, quality, and customer satisfaction.
The ideal candidate will possess:
What We Offer
Our Cultural Pillars:
Traveler first
We exist to create value for our customer, the traveler. We enable our suppliers and partners to unlock this value. Their collective behaviors and insights are what drives us.
Execution is our edge
We act fast, experiment, learn from failure, iterate, and improve the solutions of tomorrow across every aspect of our business. Our execution is agile, data-driven, prioritised, and built to scale. We assume no problem is someone else’s problem and finish what can be done today, knowing tomorrow will bring fresh challenges.
We succeed together
The best outcomes are driven by empathic, humble, and diverse subject matter experts working toward shared goals. We collaborate relentlessly, challenge assumptions, give actionable feedback, and set each other up for success through empowered teams with a clear charter. We transparently take ownership of our growth, individually and as a team. We celebrate the quality of our effort, our learnings, and our collective achievements.
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. We have all the answers!
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#LI-Hybrid
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Join our Movement and Champion Restaurant Culture! 💚
At TheFork we believe that the best things in life happen around the table.
As the leading restaurant booking platform in Europe, we connect the broadest community of loyal diners with the world’s favorite restaurants. Powered by innovation and a deep passion for the restaurant industry, we create unique dining experiences across 11 countries.
We’re part of the Tripadvisor Group and proud to be building a diverse, people-first culture where “respect”, “ownership”, “growth” and “better together” values thrive.
If you’re passionate about food, technology, and making a real impact, your seat at the table is ready.
👉 Discover life at TheFork
What we offer:
😄 An awesome team
🏠 A permanent contract (that can be useful in life)
⚖️ Flexible working environment (2 days home office per week + up to 4 total weeks additional flexibility during the summer period and in December to work fully remotely)
💸 Competitive fixed salary and bonus
🍕 Lunch vouchers available for each working day (because yes, we like to try our best restaurants)
🌎 International teams and a multicultural environment spanning 10 offices across Europe
🤝Highly inclusive working environment
🤸♀️ Lifestyle benefits that can be used to reimburse expenses related to physical and leisure activities, family support, travel etc
🎓 Continuous learning and development programs
😌 Free access to the Calm app to help you build resilience wherever you are in your mental health journey
🐣Dedicated parental leave and caregiver leave policies (12 weeks fully paid)
⏳ A program dedicated to helping you have the best work/life balance
🏥 Health insurance fully covered by the company
👩🦽 Life & Disability Insurance at no cost to the employee
🍴 Amazing offices with dining, a coffee point on each floor, and leisure area
🎤 Team building events
All hiring happens through our careers site and official email. We do not text or ask for payment during the hiring process. Please report any suspicious messages immediately.
We believe that we are better together, and we welcome you for who you are. We endeavor to ensure that everyone - regardless of ability, age, socio-economic & cultural background, ethnicity, faith, gender, gender expression, gender identity, ideology, national origin, race, sexual orientation, marital status, or any characteristic protected under applicable law -has the opportunity to reach their full potential. At TheFork, we want you to bring us your unique perspectives and experiences, so we can collectively continue disrupting the restaurant industry and go from good to great.
TheFork is committed to a fair recruitment process. If you have special needs and require reasonable support during your application, interview, or participation in the selection process due to health conditions or disability, please direct your inquiries to AccessibleRecruitment@TheFork.com. Our HR team will review the request and respond accordingly.
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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.
Manage, guide, and support a team of Real Time Analysts, fostering development and growth. Offer continuous feedback through coaching sessions and performance assessments to help the team reach their objectives.
Develop tailored growth strategies for each direct report, prioritising individual career advancement and skill development.
Ensure that direct reports comply with all company policies and procedures.
Drive continuous improvement initiatives by identifying gaps in processes or systems and recommending realistic, innovative solutions to enhance team performance and efficiency.
Collaborate with the NOC, operations, and remote centres to identify and resolve downtime and telephony issues swiftly, minimising service disruption.
Develop, update and test Business Continuity Plans (BCP) including proactive communication with multiple teams, and set up of war rooms to prepare, respond and recover from a disruption/crisis.
Monitor real-time metrics and make adjustments to meet service level agreements and operational targets.
Management of agent activity and adherence in real-time. Handle exceptions, including time-off requests, schedule swaps, and trades, to maintain operational efficiency.
Ensure that real-time data in NICE IEX is updated promptly, communicating with remote centres to input call-out data to maintain accurate reporting.
Generate and analyse reports to identify trends, forecasted issues, and opportunities for process improvement.
Responsible for leading projects within the team, working with cross-functional teams to achieve successful outcomes.
Compilation and distribution of key RTM reporting.
Perform real-time operational duties where necessary.
Promote a culture of accountability, teamwork, and continuous learning.
Job Location: This role is a hybrid position that requires 2-3 days per week based in our Oxford office.
Strong understanding of call centre operations, metrics, and key performance indicators (KPIs).
Experience using WFM tools such as NICE IEX, InContact, or similar platforms.
Excellent MS Office application knowledge, in particular, Excel.
Strong analytical, organizational, and communication skills.
Demonstrated ability to manage multiple stakeholders and navigate complex situations.
Ability to adapt to changing business needs and act proactively in high-pressure situations.
The Global RTM team operates 24/7, so flexibility in working hours is essential.
Experience of working in large multi-skilled, multi-lingual contact centre environments.
A strong communicator who can clearly present findings, suggestions, and insights to senior leadership.
An organised individual with the ability to handle multiple tasks efficiently while maintaining a focus on accuracy and timeliness.
A proactive, solutions-driven mindset that promotes continuous improvement within the team.
A flexible leader who is open to change and adapts to new information or shifts in business needs.
A self-motivated and enthusiastic professional, capable of motivating a team toward common goals and maintaining high performance under pressure.
Proactive, and able to work on their own initiative.
A dedicated coach focused on team development, ensuring that each RTA reaches their full potential through personalised training, feedback, and growth opportunities.
What We Offer
Our Cultural Pillars:
Traveler first
We exist to create value for our customer, the traveler. We enable our suppliers and partners to unlock this value. Their collective behaviors and insights are what drives us.
Execution is our edge
We act fast, experiment, learn from failure, iterate, and improve the solutions of tomorrow across every aspect of our business. Our execution is agile, data-driven, prioritised, and built to scale. We assume no problem is someone else’s problem and finish what can be done today, knowing tomorrow will bring fresh challenges.
We succeed together
The best outcomes are driven by empathic, humble, and diverse subject matter experts working toward shared goals. We collaborate relentlessly, challenge assumptions, give actionable feedback, and set each other up for success through empowered teams with a clear charter. We transparently take ownership of our growth, individually and as a team. We celebrate the quality of our effort, our learnings, and our collective achievements.
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. We have all the answers!
#LI-JP
#LI-Hybrid
Ready to apply?
Apply to Tripadvisor
Share this job
Technical Customer Service Advisor - Spanish Speaker I Bokun
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: This role is a hybrid position that requires 2 days per week in our Oxford office.
About Bókun
Bókun is a business management software created specifically for tours, attractions, and experience suppliers. It is the complete booking and channel management solution for extraordinary experiences, and its vision is to power the travel experience industry, driving more bookings for operators, connecting new channels, and enabling 3rd parties to build and connect to our platform, while optimizing supplier operations with new tools and services to support business growth. Bókun acts as a booking engine, channel manager, marketplace, price management tool, and more. Founded in 2012, Bókun's customer base is global, ranging from local suppliers to Fortune 500 companies.
What you’ll do:
As a Technical Support Advisor at Bókun, you will be part of the Escalation Team, playing a key role in diagnosing and resolving technical issues while ensuring a seamless customer experience. You will handle a diverse range of technical challenges — from troubleshooting complex incidents to investigating in-depth cases that require strong analytical thinking, mediation, and negotiation skills. Using all available tools and resources, you’ll accurately triage and resolve customer issues or escalate them to the appropriate teams as needed. This role involves managing inbound and outbound communication in English and Spanish across multiple channels, including email, phone, video calls with screen sharing, and chat. You will be responsible for researching and replicating reported problems, raising detailed bug reports, and proactively following up on open tickets to ensure timely resolution. In addition, you’ll maintain clear troubleshooting documentation, act as an internal escalation point for Tier 1 support cases, and collaborate closely with technical teams to manage escalations effectively. Success in this role depends on your ability to combine strong technical acumen with excellent communication and interpersonal skills to deliver high-quality support that meets key performance goals such as response time, quality, and customer satisfaction.
The ideal candidate will possess:
What We Offer
Our Cultural Pillars:
Traveler first
We exist to create value for our customer, the traveler. We enable our suppliers and partners to unlock this value. Their collective behaviors and insights are what drives us.
Execution is our edge
We act fast, experiment, learn from failure, iterate, and improve the solutions of tomorrow across every aspect of our business. Our execution is agile, data-driven, prioritised, and built to scale. We assume no problem is someone else’s problem and finish what can be done today, knowing tomorrow will bring fresh challenges.
We succeed together
The best outcomes are driven by empathic, humble, and diverse subject matter experts working toward shared goals. We collaborate relentlessly, challenge assumptions, give actionable feedback, and set each other up for success through empowered teams with a clear charter. We transparently take ownership of our growth, individually and as a team. We celebrate the quality of our effort, our learnings, and our collective achievements.
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. We have all the answers!
#LI-Hybrid
#LI-JP
Ready to apply?
Apply to Tripadvisor
Share this job
Technical Customer Service Advisor I Bokun
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: This role is a hybrid position that requires 2 days per week in our Oxford office.
About Bókun
Bókun is a business management software created specifically for tours, attractions, and experience’s suppliers. Its vision is to power the travel experience industry, driving more bookings for operators, connecting new channels alongside enabling 3rd parties to build and connect to our platform, while optimizing supplier’ operation with new tools and services to support business growth. Bókun acts as a booking engine, an inventory channel manager, a price management tool, and more. Founded in 2012, Bókun's customer base is global, ranging from local suppliers to Fortune 500 companies.
What you’ll do:
As a Technical Support Advisor at Bókun, you will be part of the Escalation Team, playing a key role in diagnosing and resolving technical issues while ensuring a seamless customer experience. You will handle a diverse range of technical challenges — from troubleshooting complex incidents to investigating in-depth cases that require strong analytical thinking, mediation, and negotiation skills. Using all available tools and resources, you’ll accurately triage and resolve customer issues or escalate them to the appropriate teams as needed. This role involves managing inbound and outbound communication in English across multiple channels, including email, phone, video calls with screen sharing, and chat. You will be responsible for researching and replicating reported problems, raising detailed bug reports, and proactively following up on open tickets to ensure timely resolution. In addition, you’ll maintain clear troubleshooting documentation, act as an internal escalation point for Tier 1 support cases, and collaborate closely with technical teams to manage escalations effectively. Success in this role depends on your ability to combine strong technical acumen with excellent communication and interpersonal skills to deliver high-quality support that meets key performance goals such as response time, quality, and customer satisfaction.
The ideal candidate will possess:
What We Offer
Our Cultural Pillars:
Traveler first
We exist to create value for our customer, the traveler. We enable our suppliers and partners to unlock this value. Their collective behaviors and insights are what drives us.
Execution is our edge
We act fast, experiment, learn from failure, iterate, and improve the solutions of tomorrow across every aspect of our business. Our execution is agile, data-driven, prioritised, and built to scale. We assume no problem is someone else’s problem and finish what can be done today, knowing tomorrow will bring fresh challenges.
We succeed together
The best outcomes are driven by empathic, humble, and diverse subject matter experts working toward shared goals. We collaborate relentlessly, challenge assumptions, give actionable feedback, and set each other up for success through empowered teams with a clear charter. We transparently take ownership of our growth, individually and as a team. We celebrate the quality of our effort, our learnings, and our collective achievements.
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. We have all the answers!
#LI-JP
#LI-Hybrid
Ready to apply?
Apply to Tripadvisor
Share this job
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.
Who are we looking for?
As the Service Excellence Director you will champion our operational excellence culture across our operations. You are accountable for defining service excellence strategy with a customer centric focus in all decision making. This role will enable our next-generation customer experience of removing customer friction, embedding AI-Tooling, developing customer self-solve solutions and ensuring fast, effortless processes. Partnering with R&D, and Policy teams you have the opportunity to make a significant impact in creating an effortless experience for our customers, developing best practice standards and technologies.
Operating in our fast-moving and highly competitive environment, part of a team that are embedded advocates for our customers in our behaviour and decision making to win our customers. At Tripadvisor we are customer first in all decision making.
Job Location: Hybrid. This role is a hybrid position that requires 2-3 days per week in our London/Oxford office.
Key Responsibilities:
AI-Tooling
Strategic investment plan over 2-4 years building best in class technology that replaces legacy tooling
Continuously identify opportunities to leverage AI-tooling to enhance the customer experience
Define new AI-Assistance success metrics, putting customer resolution before cost-to-serve strategies
Process Improvement & Innovation
Leverage customer insights and data analytics to identify process gaps and friction points.
Lead re-engineering and standardization initiatives using Lean / Six Sigma methodologies.
Partner cross-functionally to simplify workflows, reduce cost-to-serve, and improve resolution speed.
Knowledge & Training Excellence
Build and evolve global training programs to enhance product knowledge and service capability.
Partner with Learning teams to implement scalable onboarding and continuous learning models.
Quality Assurance
Define and oversee AI and Human-agent quality assurance frameworks.
Drive measurable improvements in Customer-Sentiment, Resolution Rate, and reduce Contact-Propensity
BPO Go-to-Market Project Management
Lead cross-functional initiatives that align service excellence with business OKRs.
Drive automation, AI adoption, and self-service enablement to enhance efficiency.
Stakeholder Management
Working with Service Delivery leaders to define future success metrics
Build trusted relationships with internal business units (Product, Engineering, Commercial, Legal) and external vendors.
Act as a thought partner to C-level leaders, influencing decisions
Leadership & People Development
Manage, coach, mentor and inspire a global team of service professionals.
Foster a culture of accountability, collaboration, and innovation across geographies.
Empower your people to execute at speed with an open mindset to elevate operations in a trusted environment
Minimum Qualifications & Experience:
Director+ level with 10+ years experience in Customer Operations, Service Excellence or CX Transformation
Bachelor’s degree or equivalent related experience
Managed both Global Vendor BPO Operations and In-house escalation or resolution teams.
Proven track record in process improvement and optimisation and automation aligned with Six Sigma Methodology
Strong commercial awareness, with the ability to balance resolution experience with efficiency
Relentless collaboration building strong stakeholder relationships to influence and execute
Close-Loop resolution for product or process blockers causing customer friction with measured impact
Customer first mindset, advocating for simplicity and putting yourself in the shoes of the customer
Skills you should bring to the role:
Traveler first: drive exceptional value and effortless resolution service-support (essential)
Execution at speed: Challenge legacy processes, experiment, seeks to always improve (essential)
Communication: strong influencing skills with ability to articulate issues to C-Level leadership (required)
Strategic thinker: with strong influence skills and ability to leveraging data (required)
Data Driven: Leverage data to identify improvement opportunities, A/B test mindset (required)
Industry: Experience in a similar role within the Travel Industry (Preferred)
What We Offer
Our Cultural Pillars:
Traveler first
We exist to create value for our customer, the traveler. We enable our suppliers and partners to unlock this value. Their collective behaviors and insights are what drives us.
Execution is our edge
We act fast, experiment, learn from failure, iterate, and improve the solutions of tomorrow across every aspect of our business. Our execution is agile, data-driven, prioritised, and built to scale. We assume no problem is someone else’s problem and finish what can be done today, knowing tomorrow will bring fresh challenges.
We succeed together
The best outcomes are driven by empathic, humble, and diverse subject matter experts working toward shared goals. We collaborate relentlessly, challenge assumptions, give actionable feedback, and set each other up for success through empowered teams with a clear charter. We transparently take ownership of our growth, individually and as a team. We celebrate the quality of our effort, our learnings, and our collective achievements.
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. We have all the answers!
#LI-JP
#LI-Hybrid
Ready to apply?
Apply to Tripadvisor
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