Support Automation Analyst

About Triptease
At Triptease, we are a disruptive force in the tech space for online travel, built on the belief that hotels deserve a fairer playing field. Never one to shy away from big challenges, we’ve earned our reputation by empowering hotels to stand up to the might of Online Travel Agents (OTAs). Now more than ever, we are uniquely positioned to support hoteliers in their greatest time of need.

With our world-class dataset and an innovative suite of digital marketing tools, we’re accelerating our impact on the hospitality industry. Our global reach drives over £1bn in revenue annually for hotels worldwide. As we prepare for our next stage of growth, this is the perfect time to join our fast-growing, well-funded technology company.

At Triptease, inclusion is at the heart of how we unleash the power of diversity. It shapes the way we build our teams, develop our leaders, and ensure our workplace is a space where everyone feels they belong. Here, you can bring your authentic self to work every day.

Come join us on our journey, and let’s transform the future of travel together!

About our Role

We’re seeking a tech-savvy and forward-thinking Support Automation Analyst to provide first-line support to our customers. In this role, you'll not only deliver fast, effective responses to customer inquiries but also play a pivotal role in driving automation and efficiency using AI tools.

The ideal candidate will have a passion for optimizing workflows, a keen interest in leveraging AI to transform customer support, and a proactive approach to improving the customer experience.

Key Responsibilities

• First-Line Support: Serve as the initial point of contact for our customers, handling inquiries via email, chat, and other channels with speed and professionalism.
• AI-Powered Automation: Use and optimize AI-driven tools (e.g., chatbots, natural language processing solutions) to enhance response accuracy, reduce manual effort, and improve scalability.
• Efficiency Optimization: Identify repetitive tasks and inefficiencies in current processes; implement AI and automation solutions to address these challenges.
• Customer Self-Support Enablement: Enhance and maintain AI-supported resources, such as knowledge bases, automated FAQs, and self-service portals, ensuring customers can easily find answers on their own.
• Insights and Reporting: Analyze customer queries and feedback to identify trends and opportunities for AI-driven process improvements. Report on key metrics such as first response time, resolution time, % of tickets resolved on first contact, % of inbound queries resolved by AI bot/non-human interactions and customer satisfaction.
• Cross-Functional Collaboration: Work closely with the Product and Engineering teams to ensure the seamless integration of AI tools and provide input on enhancing customer-facing technologies.
• Continuous Improvement: Stay informed about emerging AI technologies and trends, recommending and piloting new tools to improve the efficiency and quality of customer support.

About You

• Tech-Savvy: Familiarity with customer service tools (e.g., Intercom, Linear/JIRA) and AI solutions (e.g., ChatGPT, Zapier, or similar).
• Analytical Skills: Ability to analyze workflows and data to identify inefficiencies and recommend AI-based solutions.
• Customer Focus: Strong commitment to delivering exceptional customer service and improving the customer experience.
• Communication Skills: Excellent written and verbal communication skills, with the ability to convey complex solutions in a simple, user-friendly way.
• Problem-Solving Mindset: A proactive, solution-oriented approach to tackling customer issues and service challenges.
• Adaptability: Comfort working in a fast-paced, tech-driven environment where priorities and tools may evolve.
• Experience: Professional experience in customer service or support role, ideally within a SaaS or tech company. Experience with AI tools or automation platforms is a strong advantage.

Why Join Us?

At Triptease, you’ll be part of a fast-paced, dynamic team leading innovation in travel technology. We offer an exciting and collaborative working environment where personal and professional growth is celebrated. If you’re a driven professional eager to make an impact and thrive in a high-growth, high-energy environment, we’d love to hear from you!

What You’ll Gain:

• Be a part of the journey: Play a meaningful role in the success of an award-winning, fast-growing company where your contributions are valued and celebrated.
• Growth opportunities: Join a team that sets ambitious goals and delivers through smart, efficient work. With our start-up culture, you’ll experience firsthand the satisfaction of achieving results in a fast-paced environment.
• Competitive rewards: Enjoy a competitive salary package with performance-driven rewards.

Our Benefits (varies by location):

• Generous paid vacation days
• Opportunity to work abroad for 4 weeks annually (within +/- 3 hours of your time zone)
• Enhanced maternity and paternity leave
• Monthly health and wellbeing allowance (use it for gym memberships, private healthcare, therapy, massages, or even cinema tickets!)
• Annual learning allowance*
• Life Event Leave (for milestones like marriage, divorce, moving house, or your child’s first day of school)
• Volunteering day to “Make a Difference”
• Plus, much more!
  (*subject to passing probation)

And there’s more...

• Quarterly socials to celebrate success
• Hybrid or remote working options
• A robust “Refer a Friend” program
• Flexible childcare support
• Sabbaticals starting from year three

Join Us
Pace. Growth. Impact. Triptease is growing fast—be a part of our journey to reshape the future of travel technology!

We do not require external agency support for the recruitment of this role. Thank you.

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