Online Customer Support Executive

Skyscanner•Miami, FL

4d•Hybrid

About The Position

Skyscanner is seeking an Online Customer Support Executive to join their User Satisfaction team in Edinburgh. This role is hybrid and follows a Monday - Friday work pattern. The successful candidate will be the primary point of contact for many travelers, contributing to Skyscanner's brand and reputation by improving their experiences. The User Satisfaction Team also analyzes collective feedback to derive insights and advocate for travelers by reporting on feedback and providing insights on features. The role involves delivering quality service, owning traveler problems from start to finish, collaborating with internal teams and partners, championing the traveler's voice, improving processes, maintaining help content, and spotting trends in feedback to enhance the product and traveler experience.

Requirements

Experience delivering online customer service, ideally in a digital or tech environment.
Fluent in written English.
Confident handling written customer interactions.
Exceptional complaint-handling skills.
Proactive and adaptable - A fast learner, with enthusiasm for absorbing new concepts and processes, with a flexible and adaptable approach.
Ability to multitask and adeptly handle difficult situations, balancing multiple stakeholder interests.
Comfortable with data and making data-informed decisions, e.g. spotting trends in types of complaints Skyscanner is receiving.
Cross-functional collaboration experience (e.g. working with Product, Commercial, and Marketing teams).
Attention to detail and commitment to quality execution in your work.
Experience with online web applications and tools.

Nice To Haves

Travel industry experience is a bonus.
Additional languages such as Arabic, Italian or German are a plus.
Experience with Zendesk or JIRA is a plus.

Responsibilities

Deliver consistently excellent support for travelers using Skyscanner.
Take full ownership of customer enquiries from start to finish, working with partners and internal teams to resolve issues fairly and efficiently.
Partner closely with Product, Commercial, Marketing and Engineering teams to resolve issues and prevent them from happening again.
Advocate for traveler needs internally by sharing insights, feedback and common themes from customer interactions.
Identify opportunities to streamline workflows, improve efficiency and enhance the overall support experience.
Help maintain and improve Skyscanner’s self-service help pages so travellers can find answers quickly and easily.
Analyse common complaints, questions and patterns to surface insights that help improve the product and traveller experience.