Skyscanner is a leading global travel search site and app, a place where people are inspired to plan and book direct from millions of travel options at the best prices. We employ over 1,000 staff across eleven offices globally, and, having reached market leader status, we were recently acquired by Chinese online travel company Ctrip in a deal valued at £1.4bn. While we remain operationally independent, our acquisition by Ctrip allows us to take the business to the next level of accelerated global growth. It’s a hugely exciting time for Skyscanner and the over 80m people who use us every month. We are unbiased and free, and our secret is in our unique proprietary technology that connects people directly to everything the travel industry has to offer.
We’re looking for an excellent member to join our User Satisfaction team as a Customer Service Specialist based in Miami. Working in the User Satisfaction team you will also contribute significantly to the positive brand and reputation of Skyscanner. You will be the face of the business to many of our millions of users, helping to improve their experience and contributing to tracking feedback and ideas. Due to our continued and rapid expansion, a flexible and adaptable approach is essential.
As the customer service team for Skyscanner, the User Satisfaction Team puts our emphasis on outstanding customer service. We work closely with our technical teams and partners to investigate any issues our users raise, and with our Commercial and growth teams to make sure our users’ needs and concerns are addressed. We look for technological solutions to help us provide the best service possible, and also support our users by developing and maintaining our online help content.
Sitting within the Marketplace Care tribe, the User Satisfaction Team is also responsible for deriving insights from the collective contact we receive. We champion our users by analysing and reporting the collective feedback we receive, and providing actionable user insights and feedback on new and existing features.
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