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

With over a billion reviews and opinions published on Tripadvisor, and hundreds more coming in every minute, it's vital for us to manage customer support, detect and block fraudulent content, and handle investigations related to content integrity. This is a blended role within Tripadvisor's Fraud team, serving as an operational link between onshore leadership and our offshore delivery teams. You'll provide a positive customer support experience, educate users and owners on our guidelines, and safeguard the credibility of platform reviews, with opportunities to grow into deeper fraud investigation work as your skills and interests develop.

Why this job is excellent

Managing the lifecycle of complex end-user requests requires dynamic problem-solving, empathy, and passion combined with a commitment to top-tier training programs and quality assurance (QA). As you grow in the role, you'll also combine cutting-edge anti-fraud technology and investigative techniques to help us stay one step ahead of fraudsters. The specific balance of support and investigative work is shaped by your strengths and interests as well as team needs, and can shift over time as you grow into the parts of the work you enjoy most.

Location: London- Hybrid/Remote

What you will do:

• Fraud-focused Customer Support & Escalations: Investigate potential guideline violations, manage the lifecycle of complex user requests, and resolve high-profile cases. You will partner with our CMI fraud team and educate property owners on moderation policies. Address and manage high-profile escalations that cannot be handled by offshore agents.
• Quality Assurance & Training: Act as an operational link between onshore leadership and offshore delivery teams. Perform quality audits, participate in calibration calls, and help develop training materials to ensure global accuracy and guideline compliance.
• Fraud Investigation: Utilize digital forensics and open-source intelligence (OSINT) to detect, prevent, and remove fraudulent or biased high-risk content
• Strategy & Data: Leverage SQL and data analysis to track key metrics, identify content trends, prepare cases for Legal, and propose policy updates that enhance our fraud detection systems..

Skills & Experience:

• 2+ years of relevant professional experience in a direct support role, fraud, Trust & Safety, or content moderation.
• A passion for customer support, fraud detection, and quality assurance, with a focus on attention to detail, time management, and multitasking.
• Sound judgment to resolve complex escalations and make decisions based on potential business impact.
• Strong communication skills for collaboration across a global team, specifically with offshore delivery teams.
• Proven experience creating training documentation, maintaining knowledge bases, and performing quality audits.
• Results-oriented ability to use feedback, QA scores, and metrics to improve performance.
• Experience with SQL, Tableau, Jira, and/or Confluence is a plus.
• Fluency in English required; fluency in multiple languages is a plus.

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. Give back? Give more! We match qualifying charitable donations annually.
• Tuition assistance. Want to level up your career? We love to hear it! Receive annual support for qualified programs.
• Lifestyle benefit. An annual benefit to spend on yourself. Use it on travel, wellness, or whatever suits you.
• Travel perks. We believe that travel is employee development, so 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. 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 [email protected].

If you have any additional questions about careers at Tripadvisor you can email us at [email protected]. We have all the answers!

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