Customer Product Support Associate, Escapia

Expedia Group•Austin, TX

5d•$52,500 - $84,000•Hybrid

About The Position

Our team supports property managers and customers by helping resolve trust accounting questions, casework, and operational issues with accuracy, urgency, and care. This role sits at the intersection of customer support, financial operations, and process execution, helping ensure issues are documented clearly, resolved efficiently, and handled in line with policy, regulatory requirements, and service expectations.

Requirements

0-1 years of relevant experience in customer support, operations, accounting support, financial services, travel, or a similar environment.
Associate's degree in Accounting, Finance, Business, or a related field; or equivalent related professional experience.
Strong technical skills and computer knowledge, including Microsoft Office programs.
Experience using a CRM ticketing system to create and manage casework, or experience using travel industry applications.
Ability to listen carefully, ask thoughtful follow-up questions, and identify the root cause of customer issues.
Strong written and verbal communication skills, with the ability to explain technical or process-related information clearly to non-technical customers.
Ability to follow standard operating procedures, apply policies consistently, and manage multiple routine tasks with attention to detail.

Nice To Haves

Understanding or learning trust accounting, property manager support, financial operations, or regulatory compliance processes.
Basic familiarity with observability or operational tools.
Interest in process improvement, reporting, and identifying action items that improve team effectiveness.
Experience working across stakeholders and supporting smaller projects with guidance from more experienced team members.

Responsibilities

Provide day-to-day support for customer questions and issues, with a goal of first contact resolution whenever possible.
Categorize cases accurately, gather and document the right information, and maintain clear case records throughout the lifecycle of an issue.
Prioritize time-sensitive work based on impact and urgency, following team guidelines and documented troubleshooting processes.
Research routine issues, apply known solutions, and escalate troubleshooting appropriately when additional support is needed.
Set clear customer expectations, provide timely follow-up, and communicate findings in a concise, easy-to-understand way for non-technical audiences.
Build foundational knowledge of company financial and management accounting policies, trust accounting principles for property managers, and relevant regulatory and financial accounting standards.
Use approved tools such as CRM or ticketing platforms, email, chat, Slack, Excel, and related systems to respond to queries promptly and manage casework effectively.
Support routine projects and process activities by tracking progress, helping coordinate inputs, and keeping stakeholders informed of timeline changes or risks.
Assist with suspected issue or incident investigations by gathering facts, documenting findings, reporting suspected HIEs according to team guidance, and helping coordinate stakeholder collaboration.
Identify knowledge gaps, contribute to process improvement efforts, and help surface opportunities to improve customer experience, team efficiency, and platform understanding.