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Virtual Community & UGC Support Specialist

United States- Remote

he Tripadvisor Group connects people to experiences worth sharing, and aims to be the world’s most trusted source for travel and experiences. We leverage our brands, technology, and capabilities to connect our global audience with partners through rich content, travel guidance, and two-sided marketplaces for experiences, accommodations, restaurants, and other travel categories. The subsidiaries of Tripadvisor, Inc. (Nasdaq: TRIP), include a portfolio of travel brands and businesses, including Tripadvisor, Viator, Cruise Critic and TheFork.

Cruise Critic is the world's largest consumer cruise site, featuring more than 700,000 member cruise reviews, expert advice, insider tips, cruise deals and the world’s largest cruise community to help you book your cruise. More than five million people, from first-time cruisers to avid cruise enthusiasts, visit Cruise Critic each month to research and plan their cruises, connect with other cruisers and share their passion for cruising. 

Community and social connections have always been core to Cruise Critic, and our Community forums continue to host thousands of conversations every day, from how to choose a first cruise to the best ways to see a particular port or destination. Cruisers who are booked on a cruise can chat with others sailing on the same cruise through Cruise Critic Roll Call forums.

Location: United States- Remote

What You’ll Do:

  • Review and publish user generated content, ensuring compliance with our review publication philosophy.
  • Reports on content for Cruisers’ Choice Awards compliance with focus on user sentiment and trends
  • Monitor and respond to all Community and Feedback email inboxes for general member support as they pertain to our message boards, community and site features and products.
  • Monitor alerts for problems on the forum software platform and take appropriate action.  Attempts to identify root causes and recommends process and policy improvements as appropriate. Troubleshoots technical problems and escalates bug reports as necessary to Community management and/or engineering 
  • Assist our Community Leader Volunteers on an as-needed basis
  • Identify user needs and trends through observation and incoming feedback and report common requests, questions or complaints
  • Assist Community team as needed on a wide variety of community projects
  • Perform QA tasks as needed to ensure that we provide top-notch experience to our audience

 

Skills & Experience:

  • Minimum two years prior Community Management & UGC Experience, preferably for a popular consumer-facing website
  • Excellent interpersonal skills, patience, and a genuine desire to help users with technology challenges  
  • Willingness to own responsibilities and work with minimal supervision 
  • Solid computer skills, including proficiency with Google suite of products,  all Internet Browsers and mobile operating systems
  • Must use appropriate judgment based on our principles of brand integrity and stated community guidelines
  • Tact, diplomacy and sensitivity to respect confidential information
  • Demonstrate interpersonal and customer service skills in a professional business environment
  • Excellent command of the English Language, grammar, punctuation and spelling - strong proofreading skills. Verbal communication skills with the ability to organize and prioritize workflow
  • Must be a team player
  • Passionate about travel, cruise and online community experience 
  • Experience with using web-based tools and databases, including community software platforms, Slack, etc. 
  • Willingness to learn Figma, Miro, Adobe, Tableau platforms.

 

What We Offer:

  • “Work your way” with flexibility to suit your lifestyle. Tripadvisor Group takes a remote-friendly approach to collaboration across a worldwide team, with the option to join on-site as often as you’d like or as required by your team.
  • Flexible schedule. Work-life balance is ingrained in our culture by design. Trust and accountability make it work.
  • Donation matching. Give back? Give more! We match qualifying charitable donations annually.
  • Tuition assistance. Want to level up your career? We love to hear it! Receive annual support for qualified programs.
  • Lifestyle benefit. An annual benefit to spend on yourself. Use it on travel, wellness, or whatever suits you.
  • Travel perks. We believe that travel is employee development, so we provide discounts and more.
  • Employee assistance program. We’re here for you with resources and programs to help you through life’s challenges.
  • Health benefits. We offer great coverage and competitive premiums.
  • Generous referral scheme. Help us grow and be rewarded with generous awards for referring successful candidates.

Our Cultural Pillars:

Traveler first

We exist to create value for our customer, the traveler. We enable our suppliers and partners to unlock this value. Their collective behaviors and insights are what drives us. 

Execution is our edge

We act fast, experiment, learn from failure, iterate, and improve the solutions of tomorrow across every aspect of our business. Our execution is agile, data-driven, prioritised, and built to scale. We assume no problem is someone else’s problem and finish what can be done today, knowing tomorrow will bring fresh challenges. 

We succeed together

The best outcomes are driven by empathic, humble, and diverse subject matter experts working toward shared goals. We collaborate relentlessly, challenge assumptions, give actionable feedback, and set each other up for success through empowered teams with a clear charter. We transparently take ownership of our growth, individually and as a team. We celebrate the quality of our effort, our learnings, and our collective achievements.

The salary range for this role is $50,000- $60,000. This is the lowest to highest salary we in good faith believe we would pay for this role at the time of this posting. We may ultimately pay more or less than the posted range. An employee’s pay position within the wage range will be based on several factors including, but limited to, relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, and business or organizational needs. This compensation range may also be modified in the future. 

We strive to create an accessible and inclusive experience for all candidates. If you need a reasonable accommodation during the application or the recruiting process, please make sure to reach out to your individual recruiter or our team at AccessibleRecruiting@tripadvisor.com.

If you have any additional questions about careers at Tripadvisor you can email us at recruitment@tripadvisor.com. We have all the answers!

 

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