Enterprise Partner Support Specialist

Expedia Group brands power global travel for everyone, everywhere. We design cutting-edge tech to make travel smoother and more memorable, and we create groundbreaking solutions for our partners. Our diverse, vibrant, and welcoming community is essential in driving our success.

Why Join Us?

To shape the future of travel, people must come first. Guided by our Values and Leadership Agreements, we foster an open culture where everyone belongs, differences are celebrated and know that when one of us wins, we all win.

We provide a full benefits package, including exciting travel perks, generous time-off, parental leave, a flexible work model (with some pretty cool offices), and career development resources, all to fuel our employees' passion for travel and ensure a rewarding career journey. We’re building a more open world. Join us.

Enterprise Partner Support Specialist
 

Introduction to the team

Our Corporate Functions are made up of teams that support Expedia Group, including Employee Communications, Finance, Traveler and Partner Service Platform, Legal, People Team, Inclusion and Diversity, and Global Social Impact and Sustainability.

Do you want to be in a high pace, high energy workplace bent on revolutionizing the travel industry? Are you looking for a new challenge in an exciting environment that offers the agility of a start-up but with the resources of a multinational? We make it easy to find and book the perfect vacation rental for any getaway, often for less than the cost of traditional hotel accommodations.

As an Enterprise Account Support Specialist at Expedia Group, you will play a pivotal role in nurturing and maintaining strong relationships with our strategic and high-value partners. Your primary responsibility is to ensure these partners receive exceptional support and assistance, helping them maximise their engagement with our products or services.

In this role, you will:

• Provide service support to our managed partners via inbound and outbound phone support / email/ chat, acting as the primary point of contact building and maintaining strong relationships.

• Develop an in-depth understanding of our products and services to offer expert guidance and assistance to partners.

• Serve as the primary point of contact for internal vacation rental account management teams, providing support on general service issues while maintaining full ownership and ensuring clear, timely communication through to resolution.

• You will analyse and diagnose severity of issues by following appropriate procedures to identify root cause.

• Escalate complex technical and tool-related issues while maintaining full ownership of communication with customer and internal teams through to resolution.

• Collaborate cross-functionally with internal stakeholders to identify, troubleshoot, and resolve multifaceted technical and operational challenges.

• Lead onboarding for integrated tools by project managing integration requests from internal partners, ensuring a seamless transition for previously non-integrated customers.

• Serve as a key support contact for internal partner success teams, providing specialized assistance on tool integration and functionality issues.

• Proactively share insights and feedback with leadership and channel teams to reduce customer effort, streamline internal processes, and enhance the overall customer experience.

• Uphold marketplace standards by identifying potential violations, partnering with internal teams to educate customers, and fostering a safe, trustworthy environment.

• Support leadership with project-based initiatives, including data collection, process optimization, and cross-functional coordination aligned with evolving business priorities.

• Gather and analyse feedback from partners and clients to uncover needs, preferences, and pain points, using these insights to drive continuous improvement in products, services, and support strategies.

Experience and Qualifications:

• 2+ years of experience in customer service

• Strong business verbal, written, questioning, and listening skills.

• Background in customer support, B2B account management, or technical support, with a passion for building strong client relationships and delivering exceptional service.

• Highly detail-oriented with the ability to interpret data and translate insights into actionable customer recommendations.

• Technically proficient, with a solid understanding of computer systems; experience with CRM platforms, HTML/XML, and software integrations is a plus.

• Familiarity with classified listings, travel websites, online advertising, e-commerce, or additional language skills is advantageous but not required.

• Embraces a growth mindset, is open to new ideas, and actively seeks and applies feedback.

• Proven ability to build and maintain effective relationships with internal stakeholders across teams.

• Strong interpersonal skills with a people-first approach to collaboration and communication.

• Maintains composure under pressure and demonstrates empathy while aligning with the company’s mission and values.

• Quick to understand complex problems and capable of developing creative, practical solutions.

• Organized and efficient in planning and prioritizing tasks to meet deadlines.

• Balances customer engagement with performance goals, consistently delivering against individual and team KPIs.

• Adaptable and eager to learn, with a willingness to take on new features and responsibilities in a fast-paced, evolving tech environment.

Accommodation requests

If you need assistance with any part of the application or recruiting process due to a disability, or other physical or mental health conditions, please reach out to our Recruiting Accommodations Team through the Accommodation Request.

We are proud to be named as a Best Place to Work on Glassdoor in 2024 and be recognized for award-winning culture by organizations like Forbes, TIME, Disability:IN, and others.

Expedia Group's family of brands includes: Brand Expedia®, Hotels.com®, Expedia® Partner Solutions, Vrbo®, trivago®, Orbitz®, Travelocity®, Hotwire®, Wotif®, ebookers®, CheapTickets®, Expedia Group™ Media Solutions, Expedia Local Expert®, CarRentals.com™, and Expedia Cruises™. © 2024 Expedia, Inc. All rights reserved. Trademarks and logos are the property of their respective owners. CST: 2029030-50

Employment opportunities and job offers at Expedia Group will always come from Expedia Group’s Talent Acquisition and hiring teams. Never provide sensitive, personal information to someone unless you’re confident who the recipient is. Expedia Group does not extend job offers via email or any other messaging tools to individuals with whom we have not made prior contact. Our email domain is @expediagroup.com. The official website to find and apply for job openings at Expedia Group is careers.expediagroup.com/jobs.