Do you want to be in a high pace, 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 start-up 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 Enterprise 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 maximise 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 vacation rental account management teams, providing support on general service issues while maintaining full ownership and ensuring clear, timely communication through to resolution.

• You will analyse 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 analyse 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.