Online Customer Support Executive

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). 

We’re now looking for an Online Customer Support Executive to join our User Satisfaction team in Edinburgh. This role follows a Friday–Tuesday work pattern, so we’re looking for someone comfortable with this schedule on an ongoing basis.

About the role 

(Hybrid)

We’re looking for a team player to join our User Satisfaction team as an Online Customer Support Executive, based in Edinburgh. Working with the team, you will contribute significantly to Skyscanner's brand and reputation. You will be the face of the business to many of our millions of travellers, helping to improve their experiences.

The User Satisfaction Team is also responsible for deriving insights from the collective contact we receive. We champion our travellers by analysing and reporting on the collective feedback we receive, providing actionable traveller insights and feedback on new and existing features.

What you’ll be doing

• Delivering quality service: Work with our global User Satisfaction team to provide consistently excellent support for travellers using Skyscanner.
• Owning traveller problems: Take full ownership of customer enquiries from start to finish, working with partners and internal teams to resolve issues fairly and efficiently.
• Collaborating across teams: Partner closely with Product, Commercial, Marketing and Engineering teams to resolve issues and prevent them from happening again.
• Championing the traveller voice: Advocate for traveller needs internally by sharing insights, feedback and common themes from customer interactions.
• Improving processes: Identify opportunities to streamline workflows, improve efficiency and enhance the overall support experience.
• Maintaining help content: Help maintain and improve Skyscanner’s self-service help pages so travellers can find answers quickly and easily.
• Spotting trends in feedback: Analyse common complaints, questions and patterns to surface insights that help improve the product and traveller experience.

About you

• Customer service expert:   You have experience delivering online customer service, ideally in a digital or tech environment (travel industry experience is a bonus).
• Language skills: You’re fluent in written English, and additional languages such as Arabic, Italian or German are a plus.
• Complaints handling: You’re confident handling written customer interactions and have exceptional complaint-handling skills.
• Proactive and adaptable - A fast learner, with enthusiasm for absorbing new concepts and processes, with a flexible and adaptable approach.
• Prioritisation and Organisational skills: Ability to multitask and adeptly handle difficult situations, balancing multiple stakeholder interests.
• Data-aware: Comfortable with data and making data-informed decisions, e.g. spotting trends in types of complaints Skyscanner is receiving.
• Collaborative by nature - Cross-functional collaboration experience (e.g. working with Product, Commercial, and Marketing teams).
• Attention to detail - Attention to detail and commitment to quality execution in your work.
• Tools - Experience with online web applications and tools. Experience with Zendesk or JIRA is a plus.

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.

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