Enterprise Customer Support Associate

Expedia Group brands power global travel for everyone, everywhere. We design cutting-edge tech to make travel smoother and more memorable, and we create groundbreaking solutions for our partners. Our diverse, vibrant, and welcoming community is essential in driving our success.

Why Join Us?

To shape the future of travel, people must come first. Guided by our Values and Leadership Agreements, we foster an open culture where everyone belongs, differences are celebrated and know that when one of us wins, we all win.

We provide a full benefits package, including exciting travel perks, generous time-off, parental leave, a flexible work model (with some pretty cool offices), and career development resources, all to fuel our employees' passion for travel and ensure a rewarding career journey. We're building a more open world. Join us.

Enterprise Account Support Specialist

Do you want to be in a high pace, high energy workplace bent on revolutionizing the industry? Are you looking for a new challenge in an exciting environment that offers the agility of a start-up but with the resources of a multinational? We make it easy to find and book the perfect vacation rental for any getaway, often for less than the cost of traditional hotel accommodations.

The Enterprise Account Support Specialist/ Enterprise Partner support specialist position at Expedia Group offers, you will play a pivotal role in nurturing and maintaining strong relationships with our strategic and high-value partners. Your primary responsibility is to ensure these partners receive exceptional support and assistance, helping them maximize their engagement with our products or services.

What you'll do:

• Provide service support to our Enterprise Partners via inbound and outbound phone support / email/ Chat

• Dedicated Partner Liaison: Serve as the primary point of contact for strategic partners and high-value clients, building and maintaining strong relationships

• Strategic Support: Provide personalized, high-touch support to partners and clients, understanding their unique needs and challenges

• Product Knowledge: Develop an in-depth understanding of our products and services to offer expert guidance and assistance to partners

• Act as SPOC Support for our internal VR Account Management teams on general service issues, retaining ownership and ensuring appropriate communication until issue is resolved

• Recommend opportunities to our High value partners to drive their property listing(s) performance revenue, advise on best use of our products, tools, and marketplace standards

• Deliver outbound campaigns relevant to market performance for unassigned accounts not managed by VR Partner Success

• Be the primary point of contact for tier-1 integrated tool and technical issues

• You will analyze and diagnose severity levels by following appropriate procedures to identify root cause

• Escalate complex tier-2 technical/tool issues whilst owning communication with our customer and partner-success teams until issue is resolved

• Provide integrated tool onboarding for existing none-integrated customers by project managing integration requests from internal partners, seeing the process through to completion

• Act as premium/key account support for our internal partner-success teams to integrate tool issues

• Share feedback with our leadership and channel teams for new ideas on how to reduce customer effort, simplify how we do business, delivering exceptional customer experience

• Maintain marketplace standards by identifying potential violators, collaborating with internal teams to educate our customers on correct behavior and create an environment of trust, health & safety

• Support internal stakeholders by attending customer review meetings and PMSC events, providing customer education and data insights

• Feedback Collection: Gather feedback from partners and clients to understand their needs, preferences, and potential pain points

• Use this feedback to drive product and service enhancements

Who you are:

• Strong business verbal, written, questioning, and listening skills in English (Essential)

• Background in customer support, B2B account management or technical support motivation: highly motivated, focused, passionate about connecting to the customer through building strong rapport

• High attention to detail and the ability to interpret data providing customer recommendations

• High standard of computer literacy is essential, experience with CRM systems, HTMLS/XML browser technologies and software integration is desirable

• Classified listings/travel websites, online advertising, ecommerce, or additional languages; these are desirable but certainly not essential

• Growth mindset, open to new ideas, embrace feedback

• Ability to build effective relationships with internal stakeholders (Essential)

• People-oriented and good interpersonal skills to build effective relationships

• Maintain calmness under pressure with the ability to empathize and identify with our mission, purpose, and values

• Ability to quickly understand the problem and develop creativea and workable solutions

• Able to plan well and prioritize work

• Balancing the need to engage in a positive customer relationship and deliver in line with personal and team KPIs (Strong)

• Willing to understand and work with newly added features/tasks, given that as a Tech company we are constantly working on developing new products or perfecting existing ones (Strong)

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Accommodation requests

If you need assistance with any part of the application or recruiting process due to a disability, or other physical or mental health conditions, please reach out to our Recruiting Accommodations Team through the Accommodation Request.

We are proud to be named as a Best Place to Work on Glassdoor in 2024 and be recognized for award-winning culture by organizations like Forbes, TIME, Disability:IN, and others.

Expedia Group's family of brands includes: Brand Expedia®, Hotels. com®, Expedia® Partner Solutions, Vrbo®, trivago®, Orbitz®, Travelocity®, Hotwire®, Wotif®, ebookers®, CheapTickets®, Expedia Group™ Media Solutions, Expedia Local Expert®, CarRentals. com™, and Expedia Cruises™. © 2024 Expedia, Inc. All rights reserved. Trademarks and logos are the property of their respective owners. CST: 2029030-50