Full-Time

Consumer Services Representative

KAYAK

KAYAK

1,001-5,000 employees

Online travel platform

AI & Machine Learning

Mid

Cambridge, MA, USA

Requirements
  • 3+ years direct consumer services experience
  • Strong verbal, written and interpersonal skills (English and Spanish fluency)
  • Demonstrated self-motivator and self-learner driven to expand knowledge and improve processes
  • Proven ability to multitask and be detail oriented
  • Experience handling cases requiring investigation and implement solutions
  • Great teammate, collaborative and an advocate for our customers
  • Leadership skills desirable
  • Travel industry experience is a plus
Responsibilities
  • Respond and route consumer inquiries submitted via online support tools including feedback system, livechat and chatbot; apply team standards and best practices to formulate appropriate responses
  • Identify user experiences which require internal review; collaborate with cross-functional team members for potential product issues and usability improvements
  • Submit service issues involving third party bookings via partner operation process flow; monitor and track resolution
  • Remain informed of product offerings and evolution
  • Collaborate with internal team members to implement new or improved strategies and approaches
  • Manage service relationship for assigned third party booking partner(s)

KAYAK wants to make it easier for everyone to experience the world.

Company Stage

M&A

Total Funding

$2.2B

Headquarters

Stamford, Connecticut

Founded

2004

Growth & Insights
Headcount

6 month growth

-1%

1 year growth

2%

2 year growth

2%

Benefits

Wellness

Social Life

Education

Flexible Hours and Happier Days