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Job description

We believe that we are better together, and at Tripadvisor we welcome you for who you are. Our workplace is for everyone, as is our people powered platform. At Tripadvisor, we want you to bring your unique identities, abilities, and experiences, so we can collectively revolutionize travel and together find the good out there.

Viator is a Tripadvisor company that makes it easy to find and book something you'll love to do. With an industry-leading selection of high-quality experiences, Viator gives millions of travellers a month something new to discover, both near and far from home. We believe that we are better together, and at Viator we welcome you for who you are. Our workplace is for everyone, as is our people powered platform. At Viator, we want you to bring your unique identities, abilities and experiences, so we can collectively revolutionise travel and together find the good out there.

As a Customer operations Content Coordinator, you will play a pivotal role in the operational success of the supplier support team by providing high-quality help content and leading content-driven projects and initiatives. You will drive self-service and help us reduce pain points in an ongoing effort to provide operators with a seamless experience.

What You’ll Do

• Planning and execution of help content strategy and pipeline for Viator Supplier support
• Develop and write clear and concise internal and external help content
• Attend cross-departmental meetings in line with coordinating business projects
• Regularly review inbound demand drivers and related data to ensure existing content is fit for purpose and identify knowledge gaps to drive improvements
• Regularily meet with Product, Marketing, and CRM to coordinate product releases or platform issues, assess their impact and gather requirements for customer operations
• Work closely with Training and Quality teams to meet organisational KPIs for agent performance and customer experience
• Use analytics and feedback to continuously improve and update existing content, and identify new content needs
• Effective project management will involve coordinating with cross-functional teams, tracking progress, and communicating project updates to stakeholders
• Maintain brand voice and tone across all written materials and ensure all content adheres to company policies and guidelines.
• Stay up-to-date with industry trends, customer service best practices, and new technologies to improve our help content.

Skills & Experience

• 1-2 years of experience in content writing, preferably in a customer service environment.
• Excellent written and verbal communication skills.
• Ability to manage projects end-to-end and independently.
• Strong attention to detail and ability to meet tight deadlines through Excellent prioritisation and organisational skills
• Ability to work independently and collaboratively in a fast-paced environment.
• Proven ability to handle multiple stakeholders
• Data-driven mindset to identify areas of improvement with the ability to tell stories using data

If you need a reasonable accommodation or support during the application or the recruiting process due to a medical condition or disability, please reach out to your individual recruiter or send an email to [email protected] and let us know the nature of your request . Please include the job requisition number in your message.

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