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Online Customer Service Team Lead
1481638
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.
Core responsibilities
* Work with our global User Satisfaction team to ensure the best possible service for our travellers at all times
* Line manage a User Satisfaction sub-team based in Edinburgh
* Develop and deliver ongoing coaching and training to ensure a consistent voice and quality across the User Satisfaction function
* Take ownership of individual user problems from start to finish, liaising with our partners and internal stakeholders to ensure positive outcomes and delight our users. Handle escalated complaints and issues as required
* Ensure that tracking, technology and tools work correctly and optimally at all levels
* Assist in the production of reports relating to customer feedback; monitor and report on trends, and identify actions based on changes
* Proactively work to solve recurring user problems by working closely with commercial and technical areas of the business
* Be an evangelist for the voice of the customer internally
* Help improve processes and reduce waste wherever possible
* Maintain and continuously improve Skyscanner’s on-site Help pages.
About you:
* Customer Service team lead experience, preferably in an online or travel environment
* A passion for outstanding customer service, along with a history of success delivering excellent customer service via email and social channels
* Outstanding written English ability and complaint handling skills
* Great organisational and communication skills
* Exceptional people skills; ability to influence, inspire and convey ideas at all levels
* Strong coaching and development skills
* Ability to adeptly handle difficult situations in writing, balancing multiple stakeholder interests
* Excellent judgement and awareness in difficult circumstances
* Comfortable handling data and making data-driven decisions
* Strong user, product, commercial and growth awareness
* Attention to detail and commitment to perfection in your work
* An ability to multi-task across a variety of business areas
* Experience with online web applications and tools; experience of Zendesk or JIRA a plus
Why Us?
We are proud to have a working environment that sets our employees up for success, as well as all the usual perks you would expect from barista machines to massage chairs, to free food, holiday buying scheme as well as frequent townhalls with our CEO. What we really aim for is a place where people can thrive, be trusted to make impact and ultimately help us put our users first.
What you will get in Edinburgh -
Our Headquarters office is situated in the beautiful city of Edinburgh where the company was founded. An office which boasts an aircraft wing as its reception desk, in flight seating which double as massage chairs and many spaces to be creative and take time out to catch some headspace. Situated near the Meadows park in the midst of a thriving start up and tech community, it’s the home of many of our Product Engineering and Growth tribes and with space to hire many more staff we are excited to welcome our new recruits.
Skyscanner can offer you large scale, complex problems where you can reach 80 million users whilst enjoying a high level of autonomy and influence and a flexible working environment where you can thrive.
Join us now.
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