Consumer Services Representative - Bilingual (English/Spanish)

KAYAK, part of Booking Holdings (NASDAQ: BKNG), is the world’s leading travel search engine. With billions of queries across our platforms, we help people find their perfect flight, stay, rental car, cruise, or vacation package. We’re also transforming the in-travel experience with our app and new accommodation software. For more information, visit www.KAYAK.com.

As an employee of KAYAK, you will be part of a global network that includes OpenTable and KAYAK's portfolio of metasearch brands including Swoodoo, checkfelix, momondo, Cheapflights, Mundi and HotelsCombined. Many employees are dedicated to one brand, but we all have the benefit of using each others strengths and insights. Together, we're able to help people experience the world through dining and travel.

KAYAK is looking for an upbeat, customer-oriented individual to join our consumer team!  This new team member will be able to  provide consistent, high quality customer service to inquiries for KAYAK’s industry-leading travel website. 

This role is required to work from our Cambridge, MA office at least 3 days per week.

In this role, you will: 

• Respond  and route consumer inquiries submitted via online support tools including feedback system, livechat and chatbot; apply team standards and best practices to formulate appropriate responses
• Identify user experiences which require internal review; collaborate with cross-functional team members for potential product issues and usability improvements
• Submit service issues involving third party bookings via partner operation process flow; monitor and track resolution
• Remain informed of product offerings and evolution
• Collaborate with internal team members to implement new or improved strategies and approaches
• Manage service relationship for assigned third party booking partner(s)

Please apply if you have: 

• 3+ years direct consumer services experience 
• Strong verbal, written and interpersonal skills (English and Spanish fluency)
• Demonstrated self-motivator and self-learner driven to expand knowledge and improve processes
• Proven ability to multitask and be detail oriented
• Experience handling cases requiring investigation and implement solutions
• Great teammate, collaborative and an advocate for our customers
• Leadership skills desirable
• Travel industry experience is a plus  

Benefits and Perks

• 4 weeks paid vacation
• Ability to work from almost anywhere
• Day off on your birthday
• Generous retirement plans
• Awesome health, dental and vision insurance plans
• Flexible Spending Accounts
• Headspace Subscription
• No Meeting Fridays
• Drinks, coffee, snacks, games etc.
• Weekly catered lunches
• Flexible hours
• Regular team events/excursions
• Universal Paid Parental leave

Diversity and Inclusion

We aspire to have a workplace that reflects all of the diverse communities we serve. We know that when we have diverse teams we produce more creative ideas, products, and better outcomes for our team members. OpenTable/KAYAK is proud to be an Equal Opportunity Employer and we welcome and encourage candidates from all backgrounds and experiences to apply for roles on our team. Whoever you are, just be you.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform job responsibilities, and to receive other benefits and privileges of employment. Please contact us to request accommodation.