Internal Support Specialist

TheFork, a TripAdvisor® Company is the leading online restaurants reservation platform in Europe, Australia and Latin America, with a network of more than 80,000 restaurants worldwide, more than 30.5 million monthly visits and present in 22+ countries around the globe.

TheFork connects restaurants and diners.

Through TheFork (website and application), as well as through TripAdvisor, users can easily select a restaurant according to preference criteria (such as the localisation, type of cuisine, restaurant type and average price), consult user reviews, check real-time availability and instantly book online.

From the restaurants’ side, TheFork provides them with a software solution, TheFork Manager, which enables restaurants to optimize reservations management, streamline operations and ultimately improve service and revenues.

TheFork team aims to inspire and enable people to confidently discover, experience and share food. We operate under a shared set of values that define how we do business and how we interact with our colleagues, our partners, our customers and our food community. We strongly believe that building a diverse workforce of people from all walks of life helps us have a richer, more vibrant, more successful workplace.

What You Will Do

Investigate and report bugs & evolutions on TheFork products-> be the contact nº 1 for Lab/Product teams (liaison officer between SSC/Sales/Marketing/Trainers and Lab or Product managers)
Answer the technical questions that the whole company could have – detect training needs for some people/departments
Scale the backline process in order to be faster in the answers given to the clients and faster in the resolution time
Support Customer Care Specialists to ensure that their technical and process knowledge, escalation aptitudes and telephone skills are fully developed according to SSC Customer Care goals and challenges.
Elaborate action plans to improve productivity and quality of the team through internal communication and training
Mentor Customer Care Topic Experts to enable high quality with high technical skills
Need to OWN the bugs and need to learn to qualify their impact on the business – in absolute number of tickets as well as % of reservations or restaurants, also need to really chase and get the SSC heard in the LAB NOT LET GO till the job is done…and
escalate to Managers for Customer Care copil meetings
Deliver quality feedback on technical & knowledge issues
Organize and create with Trainers and Management the access to internal knowledge (virtual FAQ, etc…)
Deal with VIP restaurants’ hotline issues and train special specialists on it (for b2b)
Create a continuous training plan with Trainers and Management on technical tools (TFM, Salesforce, Fenix, etc…)