FAQs
What is the job title for this position?
The job title is Customer Service Operations Manager.
What languages are required for this role?
The role requires proficiency in English and Spanish.
Where is this job located?
The job is located in Oxford with a hybrid work arrangement.
What are the working hours for this position?
The working hours are 37.5 per week, with the ability to work any 8-hour shift Monday to Sunday.
Is this position part of a 24/7 operation?
Yes, this role operates within a 24/7 environment, and shifts may require work on weekends and public holidays.
Who will the Customer Service Operations Manager report to?
This position reports to the Director of Customer Services.
What are the main responsibilities of this role?
The main responsibilities include recruiting, developing, and managing the customer service department, handling escalations, managing social media interactions, and customer complaint resolutions.
What type of experience is required for this position?
At least five years of experience managing a Customer Support team is required.
Are there opportunities for professional development in this role?
Yes, there is annual tuition assistance and a structured approach to team development.
What benefits does Viator offer to employees?
Benefits include competitive compensation, flexible work schedules, donation matching, travel perks, and health benefits, among others.
How does Viator approach work-life balance?
Viator emphasizes work-life balance through flexible schedules and a culture built on trust and accountability.
What kind of tools and applications should a candidate be familiar with?
Candidates should be familiar with CRM/customer support tools, web-based content management systems, social media applications, and standard office applications like Microsoft Office.
Is experience with multi-channel operations important for this position?
Yes, experience managing multi-channel operations such as voice support and email is important.
How does Viator define its company values?
Viator values leadership, curiosity, collaboration, customer service, striving for improvement, and inclusivity in the workplace.
What should candidates do if they need accommodations during the application process?
Candidates should reach out to their recruiter or email AccessibleRecruiting@Tripadvisor.com with their requests, including the job requisition number.