Platforms & Application Senior Specialist

About GetYourGuide

GetYourGuide is the globally leading marketplace for unforgettable travel experiences. Travelers use GetYourGuide to discover the best things to do in a destination. Since its founding in 2009, people from all over the world have booked more than 150 million tours, activities, and attraction tickets through GetYourGuide. Powered by a global team of over 800 travel experts and technologists, we are headquartered in Berlin and have 17 local offices around the world. Visit our careers website to learn more.

Team mission

We are looking for a highly skilled and proactive Care Senior Platforms & Applications Specialist to join our dynamic team and report to the Senior P&A Manager.

The role encompasses managing the day-to-day operations, user administration, reporting, and workflow design and maintenance for all current and future CRM, AI, and support tools in the Care department. You will support our Agents, Customers, Suppliers, and Partners by ensuring optimal performance, scalability, and stability of our systems. Additionally, you will lead initiatives in tool configuration, integration, and data management, contributing to the continuous improvement of our Care operations.

You will:

Optimize Tooling and Processes:

• • Design and implement scalable and flexible configurations for SaaS tools to enhance the efficiency of the Care team.
  • Continuously improve and automate processes to boost productivity and reduce manual efforts.

Enhance Data Management and Integration:

• • Consolidate and manage all raw data collected within the Care department, ensuring accurate and timely delivery to relevant teams.
  • Build and maintain smooth data flows and communication between tools, applications, and external platforms.

Lead Technological Advancements:

• Research, evaluate, and pilot new technologies to improve the end-user experience and operational efficiency.
• Drive platform development with technology suppliers, pushing for features and extensions relevant to GetYourGuide.

Support and Empower Teams:

• Provide real-time KPI data and insights to customer support staff through effective dashboard connections and API integrations.
• Develop scripts and custom applications to streamline ticket management and other key functions.

Foster Strategic Partnerships:

• Build and maintain relationships with leading AI and customer service tool companies to stay ahead of technological trends.

Who you are

• Proven track record of successfully managing, configuring, and implementing customer service-related tools and applications with a minimum of 2 years of experience.
• Minimum 2 years of experience as an administrator with platforms such as Freshdesk, Zendesk, or Salesforce.
• Coding skills (Python/JavaScript).
• Extensive experience in stakeholder management, demonstrating the ability to collaborate effectively across departments and with external vendors.
• Knowledge of Customer Service's main KPIs.
• Strong skills in documenting, project planning, and building flowcharts.
• Highly developed sense of integrity and commitment to customer and agent satisfaction.
• Data and process-oriented approach to solving problems.
• Proactive and eager to learn and grow.
• Even better if you have experience in online travel, e-commerce, or a similar industry and a good understanding of online marketplace dynamics.

How we set you up for success:

• Invest in your development with an annual personal growth budget
• Enjoy flexibility with a hybrid work-from-home and telecommuting policy
• Save on transportation costs with discounted public transportation tickets
• Support your loved ones with generous maternity and paternity leave policies

And more...

We look forward to hearing from you

Unlock your full potential and join our mission to create unforgettable experiences for millions around the world. If you have the skills and passion for joining our team, we invite you to apply by submitting your CV/resume in English through the form below. Check out how we hire for tips and visibility into our process and check out life at GetYourGuide. If you have any further questions, please do not hesitate to contact us via [email protected].

We are an equal-opportunity employer

Our commitment is that every qualified person will be evaluated according to skills regardless of age, gender identity, ethnicity, sexual orientation, disability status, or religion. Please refrain from including your picture and age with the application. 

Important notice: Protect yourself from recruitment scams

We want to ensure your safety during the application process. Please be aware of potential scammers impersonating GetYourGuide recruiters. Remember, GetYourGuide never requests payment or sensitive personal information during recruitment. All official job opportunities are exclusively posted on our Careers page. If you suspect fraudulent activity, report it to [email protected]. Stay vigilant and protect yourself from recruitment scams.

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