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About the Role
This role is a blended position within Tripadvisor's Fraud team, acting as an operational link between onshore leadership and offshore delivery teams. You will provide a positive customer support experience, educate users and owners on guidelines, and safeguard the credibility of platform reviews, with opportunities to grow into deeper fraud investigation work.
Responsibilities
- Investigate potential guideline violations, manage the lifecycle of complex user requests, and resolve high-profile cases.
- Partner with the CMI fraud team and educate property owners on moderation policies.
- Address and manage high-profile escalations that cannot be handled by offshore agents.
- Act as an operational link between onshore leadership and offshore delivery teams.
- Perform quality audits, participate in calibration calls, and help develop training materials to ensure global accuracy and guideline compliance.
- Utilize digital forensics and open-source intelligence (OSINT) to detect, prevent, and remove fraudulent or biased high-risk content.
- Leverage SQL and data analysis to track key metrics, identify content trends, prepare cases for Legal, and propose policy updates that enhance fraud detection systems.
Requirements
- 2+ years of relevant professional experience in a direct support role, fraud, Trust & Safety, or content moderation.
- A passion for customer support, fraud detection, and quality assurance, with a focus on attention to detail, time management, and multitasking.
- Sound judgment to resolve complex escalations and make decisions based on potential business impact.
- Strong communication skills for collaboration across a global team, specifically with offshore delivery teams.
- Proven experience creating training documentation, maintaining knowledge bases, and performing quality audits.
- Results-oriented ability to use feedback, QA scores, and metrics to improve performance.
- Fluency in English required.
- Fluency in multiple languages is a plus.
Skills
- SQL
- Tableau
- Jira
- Confluence
- Digital forensics
- Open-source intelligence (OSINT)
Location
- London
Work Type
- Hybrid
- Remote
Experience Level
- 2+ years
Salary/Compensations
- Competitive compensation packages
- Base salary
- Annual bonuses
Benefits
- Flexibility to suit your lifestyle
- Remote-friendly approach to collaboration
- Option to join on-site as often as you'd like or as required by your team
- Flexible schedule
- Work-life balance
- Donation matching
- Tuition assistance
- Lifestyle benefit
- Travel perks
- Employee assistance program
- Health benefits
- Generous referral scheme
About the Company
- The 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, and TheFork.
Equal Opportunity
- 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.