Team Lead, Customer Support, Americas

What you’ll do:

• Lead and supervise a team that supports TripAdvisor customers.
• Mentor and coach Customer Support specialists
• Conduct regular 1:1s with team members providing constructive feedback and identifying areas for development and training
• Manage staff holidays ensuring sufficient staffing levels at all times
• Keep accurate sickness records and conduct return to work interviews
• Escalate any staffing issues to Manager
• Respond promptly to customer escalations ensuring that a great customer experience is provided
• Obtain and evaluate all relevant information to handle inquiries and complaints
• Direct requests and unresolved issues to the designated department, manager or director
• Keep accurate records of customer inquiries, interactions, and details of actions taken
• Communicate and coordinate with internal departments
• Follow up on customer interactions
• Submit accurate reports as required and interpret information to ensure optimum levels of service are provided
• Troubleshoot technical problems and escalate bug reports to management
• Deputise for Team manager as required
• Assist with interviewing for new team members
• Identify areas for improvement within the team
• Contribute regularly to team meeting
• Experience with Social Media Support and driving the process management for this channel

What we need from you:

• Experience in customer service
• Excellent people management skills
• Patience, understanding and resilience when managing complex situations
• Sense of discretion around confidential information
• Strong time management/prioritization skills and multi-tasking ability
• Ability to work independently, anticipate problems and suggest solutions
• Flexibility to work weekends or holidays to support frontline agents & vendors, if required in future.

TripAdvisor provides a unique, global work environment that captures the speed, innovation and excitement of a startup, at a thriving, growing and well-established industry brand. At TripAdvisor, you will be part of a dynamic, fun, and energetic team where you can immediately make meaningful contributions. 

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