🛠 Tech Stack

💼 About This Role

You'll define front line customer service strategy for Viator's Experiences business, ensuring an effortless customer resolution every time. You'll champion operational excellence with a customer-centric focus, leveraging AI-tooling and self-solve solutions. This role offers the chance to shape the next-generation customer experience in a fast-paced travel environment.

🎯 What You'll Do

• Drive customer-first service delivery with omni-channel support across vendor and in-house teams.
• Define BPO performance strategy and measurable improvements for customer sentiment and resolution.
• Lead business escalations to resolve and retain customers through experience recovery.
• Identify and evolve global training programs to enhance product knowledge and service capability.

📋 Requirements

• 10+ years experience in Customer Operations, Service Excellence, or CX Transformation.
• Bachelor’s degree or equivalent related experience.
• Managed both Global Vendor BPO Operations and in-house escalation or resolution teams.
• Demonstrated success leading managers and team leads.

✨ Nice to Have

• Experience in the travel industry.
• Demonstrated ability to use AI tools to improve efficiency and decision-making.
• Global-first mindset and experience working across geographies.

🎁 Benefits & Perks

• 💰 Competitive compensation with base salary and annual bonuses.
• 🏠 Flexible work with hybrid options and remote-friendly approach.
• 📚 Tuition assistance for qualified programs annually.
• 🌴 Lifestyle benefit for travel, wellness, or personal use.
• ✈️ Travel perks including discounts and more.