Expedia Group brands power global travel for everyone, everywhere. We design cutting-edge technology to make travel smoother and more memorable, and we create innovative solutions for our partners.
Why Work with Us?
To shape the future of travel, people must come first. Guided by our Core 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 offer a comprehensive 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.
Account Support Specialist
Introduction to the Team
Our Corporate Functions are made up of teams that support Expedia Group's business operations, 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-paced, 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 startup 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 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 maximize 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 account management teams, providing support on general service issues while maintaining full ownership and ensuring clear, timely communication through to resolution.
* You will analyze 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 analyze 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.
Expedia Group is committed to creating an inclusive work environment with a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, religion, gender, sexual orientation, national origin, disability or age.