Online Customer Service Manager

About Skyscanner:

Everyone loves travelling, but planning is not without its challenges ✈️. That's why we've spent 20 years building tools that turn travel-planning chaos into a breeze. Today, around 100 million travellers count on us every month to skip the whole “47 browser tabs open” phase and find flights, cars, and hotels quickly and easily 💻.

Joining Skyscanner means becoming part of a global brand that's striving to become the planet's go-to travel hack accessible for all 🌍.

Our vision? To be the world's number one travel ally. (Ambitious? 💪 Yes, but, hey, that's what got us here). 

About the role:
(Hybrid)

As an Online Customer Service Manager, you’ll help steer the day‑to‑day operations of global User Satisfaction team, keeping travellers happy and turning feedback into product improvements. Reporting to the Senior Online Customer Service Manager, you’ll partner closely with Product, Engineering, Partner Success, Commercial, Legal, PR, Marketing and Social to elevate the end‑to‑end experience.

You’ll own service quality and key KPIs for your team across channels, help scale self‑serve and automation, and ensure we meet regulatory and partner standards. You blend analytical rigour with people leadership - coaching the team to high performance while continuously improving processes, tooling and knowledge.

What you’ll be doing:

• Lead: Drive the Online Custmer Service strategy and day‑to‑day operations of your team, ensuring a consistently brilliant experience.
• Own the numbers: Track KPIs; build reporting and reviews that turn trends into action and measurable impact.
• Champion the traveller: Be the clear voice of our users - synthesise feedback, spot themes and influence product and policy changes that remove friction.
• Up-level the team: Hire, onboard and coach team members; run 1:1s and development plans; embed a continuous learning culture.
• Tackle escalations: Lead on complex complaints, incidents and PR‑sensitive cases; coordinate cross‑functionally

About you:

• Customer‑obsessed operator: Proven experience managing operational customer service teams in tech/travel/marketplace environments, with a record of raising the bar.
• People‑first leader: You coach for performance, give clear feedback and stay calm under pressure - earning trust from your team and peers.
• Data‑fluent: Comfortable with dashboards and analysis ; you translate insights into prioritised actions and can quantify outcomes.
• Tooling‑savvy: Hands‑on with helpdesk platforms (Zendesk a plus) and QA tools, ; you understand how systems and integrations shape the user journey.
• Influential communicator: Exceptional written and verbal skills; adept at resolving complex disputes with empathy and impacting stakeholders at every level.
• Partner‑minded collaborator: You build productive relationships with partners and internal stakeholders to improve both Skyscanner and partner experiences.
• Change‑ready and principled: Sound judgement, high integrity and a growth mindset - you balance user, partner and business needs in a fast‑moving environment.

What it’s like here:

We are the real deal — no corporate gloss, no empty promises. Just a team of genuinely curious, caring humans ❤️, building things that help travellers explore the world a little easier 🧭.

Skyscanner is made up of brilliant humans from every corner of the world. We believe travel makes the world better — and that the same is true of our diverse teams. We're proud to be an equal opportunities employer and are committed to building an inclusive workplace where everyone can thrive and products that are accessible to all ✨.

Sound like your kind of adventure? 🚀 Apply now and help us shape the future of travel.

We're committed to ensuring our application and recruitment processes are inclusive and accessible to everyone. If you require any reasonable adjustments or accommodations for interviews, and/or wish to apply under the Disability Confident scheme, please let your recruiter know. If you’d like more information on any of our policies, such as hybrid working or Parental Leave policies (typically we pay a minimum of 24 weeks birth parent/maternity leave globally), our recruitment team can provide more information on these.