Online Customer Support Executive

About Skyscanner

Everyone loves travelling, but planning is not without its challenges ✈️. That's why we've spent 20 years building tools that turn travel-planning chaos into a breeze. Today, around 100 million travellers count on us every month to skip the whole “47 browser tabs open” phase and find flights, cars, and hotels quickly and easily 💻.

Joining Skyscanner means becoming part of a global brand that's striving to become the planet's go-to travel hack accessible for all 🌍.

Our vision? To be the world's number one travel ally. (Ambitious? 💪 Yes, but, hey, that's what got us here). 

About the role 

(Hybrid)

We’re now looking for an Online Customer Support Executive to join our mighty User Satisfaction team in Edinburgh. You’ll be the face of Skyscanner for millions of travellers, helping them navigate their journey with us while spotting opportunities to improve our products, processes and partnerships. If you speak one of our key languages fluently and love solving problems with style, this one’s for you.

What you’ll be doing

• Delivering quality service – Providing travellers with swift, thoughtful and genuinely helpful support that makes their day a little easier.
• Owning the journey – Taking full ownership of traveller issues from start to finish, coordinating internally and externally to land fair and positive resolutions.
• Collaborating widely – Partnering with teams across Product, Commercial, Marketing and more to fix recurring issues and elevate the traveller experience.
• Championing the traveller voice – Making sure their needs, frustrations and ideas are heard across Skyscanner as well as effectively communicating them to our partners.
• Improving processes – Spotting ways to streamline and uplevel how we work, then helping bring those improvements to life.
• Spotting trends – Identifying patterns in feedback and surfacing insights that help us make smarter, traveller-first decisions.

About you

• Language skills – Native-level written proficiency in Arabic, Portuguese, German or Italian, plus excellent written and spoken English.
• Outstanding customer service – You bring empathy, clarity and warmth to travellers, especially through email.
• Online customer service expertise – Experience delivering support in an online environment; travel industry experience is a lovely bonus.
• Complaint-handling mastery – Strong written communication skills and a knack for turning tricky situations into positive outcomes.
• Organised and adaptable – Skilled at juggling multiple tasks and navigating complex situations with calm and confidence.
• Data-led mindset – Comfortable digging into trends, spotting patterns and making informed decisions.
• Cross-functional collaborator – At ease partnering with product, marketing, commercial and technical teams.
• Detail obsessed – A keen eye for accuracy, quality and consistency in everything you do.
• Tool-savvy – Confident using online tools and web applications; experience with Zendesk or JIRA is a plus.
• Proactive and curious – A fast learner who thrives in evolving environments and enjoys picking up new concepts and processes.

What it’s like here

We are the real deal — no corporate gloss, no empty promises. Just a team of genuinely curious, caring humans ❤️, building things that help travellers explore the world a little easier 🧭.

Skyscanner is made up of brilliant humans from every corner of the world. We believe travel makes the world better — and that the same is true of our diverse teams. We're proud to be an equal opportunities employer and are committed to building an inclusive workplace where everyone can thrive and products that are accessible to all ✨.

Sound like your kind of adventure? 🚀 Apply now and help us shape the future of travel.

We're committed to ensuring our application and recruitment processes are inclusive and accessible to everyone. If you require any reasonable adjustments or accommodations for interviews, and/or wish to apply under the Disability Confident scheme, please let your recruiter know. If you’d like more information on any of our policies, such as hybrid working or Parental Leave policies (typically we pay a minimum of 24 weeks birth parent/maternity leave globally), our recruitment team can provide more information on these.

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