Skyscanner

Title: Online Customer Support Executive Location: Edinburgh, UK Hybrid Full-time Job Description: About Skyscanner Everyone loves travelling, but planning is not without its challenges. That's why we've spent 20 years building tools that turn travel-planning chaos into a breeze. Today, around 100 million travellers count on us every month to skip the whole “47 browser tabs open” phase and find flights, cars, and hotels quickly and easily. Joining Skyscanner means becoming part of a global brand that's striving to become the planet's go-to travel hack accessible for all Our vision? To be the world's number one travel ally. (Ambitious? Yes, but, hey, that's what got us here). We’re now looking for an Online Customer Support Executive to join our User Satisfaction team in Edinburgh. This role follows a Monday - Friday work pattern, so we’re looking for someone comfortable with this schedule on an ongoing basis. About the role (Hybrid) We’re looking for a team player to join our User Satisfaction team as an Online Customer Support Executive, based in Edinburgh. Working with the team, you will contribute significantly to Skyscanner's brand and reputation. You will be the face of the business to many of our millions of travellers, helping to improve their experiences. The User Satisfaction Team is also responsible for deriving insights from the collective contact we receive. We champion our travellers by analysing and reporting on the collective feedback we receive, providing actionable traveller insights and feedback on new and existing features. What you’ll be doing - Delivering quality service: Work with our global User Satisfaction team to provide consistently excellent support for travellers using Skyscanner. - Owning traveller problems: Take full ownership of customer enquiries from start to finish, working with partners and internal teams to resolve issues fairly and efficiently. - Collaborating across teams: Partner closely with Product, Commercial, Marketing and Engineering teams to resolve issues and prevent them from happening again. - Championing the traveller voice: Advocate for traveller needs internally by sharing insights, feedback and common themes from customer interactions. - Improving processes: Identify opportunities to streamline workflows, improve efficiency and enhance the overall support experience. - Maintaining help content: Help maintain and improve Skyscanner’s self-service help pages so travellers can find answers quickly and easily. - Spotting trends in feedback: Analyse common complaints, questions and patterns to surface insights that help improve the product and traveller experience. About you - Customer service expert: You have experience delivering online customer service, ideally in a digital or tech environment (travel industry experience is a bonus). - Language skills: You’re fluent in written English, and additional languages such as Arabic, Italian or German are a plus. - Complaints handling: You’re confident handling written customer interactions and have exceptional complaint-handling skills. - Proactive and adaptable - A fast learner, with enthusiasm for absorbing new concepts and processes, with a flexible and adaptable approach. - Prioritisation and Organisational skills: Ability to multitask and adeptly handle difficult situations, balancing multiple stakeholder interests. - Data-aware: Comfortable with data and making data-informed decisions, e.g. spotting trends in types of complaints Skyscanner is receiving. - Collaborative by nature - Cross-functional collaboration experience (e.g. working with Product, Commercial, and Marketing teams). - Attention to detail - Attention to detail and commitment to quality execution in your work. - Tools - Experience with online web applications and tools. Experience with Zendesk or JIRA is a plus. What it’s like here We are the real deal — no corporate gloss, no empty promises. Just a team of genuinely curious, caring humans building things that help travellers explore the world a little easier . Skyscanner is made up of brilliant humans from every corner of the world. We believe travel makes the world better — and that the same is true of our diverse teams. We're proud to be an equal opportunities employer and are committed to building an inclusive workplace where everyone can thrive and products that are accessible to all Sound like your kind of adventure? Apply now and help us shape the future of travel. We're committed to ensuring our application and recruitment processes are inclusive and accessible to everyone. If you require any reasonable adjustments or accommodations for interviews, and/or wish to apply under the Disability Confident scheme, please let your recruiter know. If you’d like more information on any of our policies, such as hybrid working or Parental Leave policies (typically we pay a minimum of 24 weeks birth parent/maternity leave globally), our recruitment team can provide more information on these.

Lifecycle Marketing Copywriter, CRM London Marketing About Skyscanner Everyone loves travelling, but planning is not without its challenges . That's why we've spent 20 years building tools that turn travel-planning chaos into a breeze. Today, around 160 million travellers count on us every month to kip the whole “47 browser tabs open” phase and find flights, cars, and hotels quickly and easily Joining Skyscanner means becoming part of a global brand that's striving to become the planet's go-to travel hack accessible for all . Our vision? To be the world's number one travel ally. (Ambitious? Yes, but, hey, that's what got us here). Now, we’re on the lookout for a Lifecycle Marketing Copywriter (CRM) to help us bring that vision to even more travellers. About the role Hybrid As the Lifecycle Marketing Copywriter (CRM), you’ll bring a user-centred mindset into the world of CRM—where copy meets customer journeys and every word earns its seat. Acting as a champion of the traveller journey, you’ll shape seamless, supportive experiences from that first “just browsing 👀” moment all the way through to “booked it🎉”, ensuring every touchpoint feels intuitive and helpful. You’ll play a key role in driving personalised interactions, helping us go beyond search to create smarter, more tailored experiences that feel like we just get it. Working closely with Lifecycle Marketing, Brand, Product and Engineering, you’ll turn big ideas into consistent, compelling messaging that shows up in all the right places, at all the right times. As an AI-native company, we’re always exploring how technology can elevate creativity—not replace it. You’ll experiment with where AI can amplify your expertise, helping create high-quality content at scale while keeping your own pen (or keyboard) firmly on the work that matters most. Ultimately, you’ll be a key player in driving engagement, loyalty and long-term value, using smart content and a test-and-learn mindset to keep improving the traveller experience at every step. What you’ll be doing - Writing with purpose: Crafting and refining content for core features like Price Alerts and Drops, while spinning up fresh narratives for campaigns that inspire action. - Experimenting at pace: Creating high-performing content for A/B and multivariate tests—because here, experimentation isn’t a side quest, it’s the main event. - Driving AI forward: Using AI tools to scale, optimise and evolve content—without losing the human touch that makes it resonate. - Creating scroll-stopping moments: Dreaming up new ways to inspire travellers and keep them coming back for more (again and again and again). - Bringing ideas to life: You’ll team up with a Visual Marketing Designer to create scroll-stopping campaigns and journeys—playing the role of helpful (and slightly geeky) travel pal, so travellers can book with confidence. - Championing tone of voice: Knowing when to dial up the wit and when to keep things crystal clear and practical. - Designing for personalisation: Tailoring content for different audiences, segments and behaviours—making every message feel like it was made just for them. - Connecting the journey: Designing cohesive end-to-end experiences across email, push, in-app and whatever exciting channel comes next. About you - CRM-curious and growth-minded: You’re excited to build your career in lifecycle marketing, balancing business goals with real user needs. - Experienced storyteller: You bring mature marketing copywriting or content design experience in digital product environments. - User-centred thinker: You understand content design principles and know how to apply them to create meaningful, effective experiences. - Channel-savvy: You’ve worked with CRM channels like email, push or in-app notifications (bonus points for social too). - Globally aware: You understand localisation and how content flexes across languages, cultures and contexts. - AI and automation curious: You’re keen to explore (or already using) AI and automation to improve workflows and scale content. - Conversion-savvy (or curious to be): You’ve got a knack for behavioural framing and conversion best practices—or you’re keen to learn (our travellers love the Endowment Effect, and honestly, we get it). - Collaborative communicator: You’re great at working across teams, managing requests and keeping things moving smoothly. Just a heads up—if your experience is mostly in editorial or long-form content, this probably isn’t the right role for you. What it’s like here We are the real deal — no corporate gloss, no empty promises. Just a team of genuinely curious, caring humans ❤️, building things that help travellers explore the world a little easier 🧭. Skyscanner is made up of brilliant humans from every corner of the world. We believe travel makes the world better — and that the same is true of our diverse teams. We're proud to be an equal opportunities employer and are committed to building an inclusive workplace where everyone can thrive and products that are accessible to all ✨. Sound like your kind of adventure? 🚀 Apply now and help us shape the future of travel. We're committed to ensuring our application and recruitment processes are inclusive and accessible to everyone. If you require any reasonable adjustments or accommodations for interviews, and/or wish to apply under the Disability Confident scheme, please let your recruiter know. If you’d like more information on any of our policies, such as hybrid working or Parental Leave policies (typically we pay a minimum of 24 weeks birth parent/maternity leave globally), our recruitment team can provide more information on these.

Lifecycle Marketing Copywriter, CRM Marketing Glasgow, Scotland About Skyscanner Everyone loves travelling, but planning is not without its challenges ✈️. That's why we've spent 20 years building tools that turn travel-planning chaos into a breeze. Today, around 160 million travellers count on us every month to skip the whole “47 browser tabs open” phase and find flights, cars, and hotels quickly and easily 💻. Joining Skyscanner means becoming part of a global brand that's striving to become the planet's go-to travel hack accessible for all 🌍. Our vision? To be the world's number one travel ally. (Ambitious? 💪 Yes, but, hey, that's what got us here). Now, we’re on the lookout for a Lifecycle Marketing Copywriter (CRM) to help us bring that vision to even more travellers. About the Role Hybrid As the Lifecycle Marketing Copywriter (CRM), you’ll bring a user-centred mindset into the world of CRM—where copy meets customer journeys and every word earns its seat. Acting as a champion of the traveller journey, you’ll shape seamless, supportive experiences from that first “just browsing 👀” moment all the way through to “booked it 🎉”, ensuring every touchpoint feels intuitive and helpful. You’ll play a key role in driving personalised interactions, helping us go beyond search to create smarter, more tailored experiences that feel like we just get it. Working closely with Lifecycle Marketing, Brand, Product and Engineering, you’ll turn big ideas into consistent, compelling messaging that shows up in all the right places, at all the right times. As an AI-native company, we’re always exploring how technology can elevate creativity—not replace it. You’ll experiment with where AI can amplify your expertise, helping create high-quality content at scale while keeping your own pen (or keyboard) firmly on the work that matters most. Ultimately, you’ll be a key player in driving engagement, loyalty and long-term value, using smart content and a test-and-learn mindset to keep improving the traveller experience at every step. What you’ll be doing - Writing with purpose: Crafting and refining content for core features like Price Alerts and Drops, while spinning up fresh narratives for campaigns that inspire action. - Experimenting at pace: Creating high-performing content for A/B and multivariate tests—because here, experimentation isn’t a side quest, it’s the main event. - Driving AI forward: Using AI tools to scale, optimise and evolve content—without losing the human touch that makes it resonate. - Creating scroll-stopping moments: Dreaming up new ways to inspire travellers and keep them coming back for more (again and again and again). - Bringing ideas to life: You’ll team up with a Visual Marketing Designer to create scroll-stopping campaigns and journeys—playing the role of helpful (and slightly geeky) travel pal, so travellers can book with confidence. - Championing tone of voice: Knowing when to dial up the wit 😏 and when to keep things crystal clear and practical. - Designing for personalisation: Tailoring content for different audiences, segments and behaviours—making every message feel like it was made just for them. - Connecting the journey: Designing cohesive end-to-end experiences across email, push, in-app and whatever exciting channel comes next. About you - CRM-curious and growth-minded: You’re excited to build your career in lifecycle marketing, balancing business goals with real user needs. - Experienced storyteller: You bring mature marketing copywriting or content design experience in digital product environments. - User-centred thinker: You understand content design principles and know how to apply them to create meaningful, effective experiences. - Channel-savvy: You’ve worked with CRM channels like email, push or in-app notifications (bonus points for social too). - Globally aware: You understand localisation and how content flexes across languages, cultures and contexts. - AI and automation curious: You’re keen to explore (or already using) AI and automation to improve workflows and scale content. - Conversion-savvy (or curious to be): You’ve got a knack for behavioural framing and conversion best practices—or you’re keen to learn (our travellers love the Endowment Effect, and honestly, we get it). - Collaborative communicator: You’re great at working across teams, managing requests and keeping things moving smoothly. Just a head’s up—if your experience is mostly in editorial or long-form content, this probably isn’t the right role for you. What it’s like here We are the real deal — no corporate gloss, no empty promises. Just a team of genuinely curious, caring humans ❤️, building things that help travellers explore the world a little easier 🧭. Skyscanner is made up of brilliant humans from every corner of the world. We believe travel makes the world better — and that the same is true of our diverse teams. We're proud to be an equal opportunities employer and are committed to building an inclusive workplace where everyone can thrive and products that are accessible to all ✨. Sound like your kind of adventure? 🚀 Apply now and help us shape the future of travel. We're committed to ensuring our application and recruitment processes are inclusive and accessible to everyone. If you require any reasonable adjustments or accommodations for interviews, and/or wish to apply under the Disability Confident scheme, please let your recruiter know. If you’d like more information on any of our policies, such as hybrid working or Parental Leave policies (typically we pay a minimum of 24 weeks birth parent/maternity leave globally), our recruitment team can provide more information on these.

Senior Executive Assistant Executive Support Glasgow, Scotland About Skyscanner Everyone loves travelling, but planning is not without its challenges ✈️. That's why we've spent 20 years building tools that turn travel-planning chaos into a breeze. Today, around 160 million travellers count on us every month to skip the whole “47 browser tabs open” phase and find flights, cars, and hotels quickly and easily 💻. Joining Skyscanner means becoming part of a global brand that's striving to become the planet's go-to travel hack accessible for all 🌍. Our vision? To be the world's number one travel ally. (Ambitious? 💪 Yes, but, hey, that's what got us here). About the role (Hybrid) Skyscanner’s Executive Support team is currently looking for an experienced Senior Executive Assistant to join their team and support our Executive leadership. In this dynamic and fast-paced role, your ability to anticipate needs, think critically, and handle sensitive matters with professionalism and discretion will be key to your success. We’re looking for a self-starter who takes initiative, thrives under pressure, and is always looking for ways to streamline operations and boost impact, and leverage AI and automation to work smarter and more efficiently. If you're a natural organiser who thrives on helping others stay on top of their game, we want to hear from you. What You’ll be doing - Executive Support: Provide high-level calendar and diary management for the Executive team - prioritising requests, resolving scheduling conflicts, and making strategic decisions to ensure optimal use of time. - Travel Coordination: Independently manage complex travel arrangements including booking flights, accommodations, processing visas, and preparing detailed itineraries. - Meeting & Event Management: Organise and manage logistics for internal and external meetings, including preparing agendas, formatting documents, taking minutes, and ensuring follow-up on action items. - Expense & Email Management: Process expense reports and manage email correspondence, flagging urgent messages and helping prioritise responses. - Team Support: Facilitate team events and offsite days — from venue bookings and travel arrangements to agenda preparation and on-the-day coordination. - Business Operations: Help set the cadence for leadership team operations, ensuring meetings are purposeful, follow-ups are tracked, and strategic priorities stay on course. - Process Optimisation & Automation: Identify opportunities to improve workflows by leveraging AI tools and automation, reducing manual effort, enhancing efficiency, and enabling the team to focus on higher-value work. About you - A self-starter with exceptional organisational and time-management skills. - A proactive force with a strategic edge - You anticipate needs, are confident in your decisions & quick to take initiative — always looking for opportunities to streamline operations and drive meaningful impact - An excellent communicator, able to build strong relationships and liaise confidently with senior stakeholders. - Comfortable juggling multiple priorities in a fast-moving environment. - Tech-savvy with strong attention to detail and a solutions-focused mindset. - Trusted to handle confidential information with integrity and discretion. - Passionate about continuous improvement and delivering exceptional support. - You thrive in a collaborative, high-energy environment and bring a positive, can-do attitude to your work. Join us and play a critical role in keeping our leadership team focused, informed, and ready for whatever comes next. What it’s like here We are the real deal — no corporate gloss, no empty promises. Just a team of genuinely curious, caring humans ❤️, building things that help travellers explore the world a little easier 🧭. Skyscanner is made up of brilliant humans from every corner of the world. We believe travel makes the world better — and that the same is true of our diverse teams. We're proud to be an equal opportunities employer and are committed to building an inclusive workplace where everyone can thrive and products that are accessible to all ✨. Sound like your kind of adventure? 🚀 Apply now and help us shape the future of travel. We're committed to ensuring our application and recruitment processes are inclusive and accessible to everyone. If you require any reasonable adjustments or accommodations for interviews, and/or wish to apply under the Disability Confident scheme, please let your recruiter know. If you’d like more information on any of our policies, such as hybrid working or Parental Leave policies (typically we pay a minimum of 24 weeks birth parent/maternity leave globally), our recruitment team can provide more information on these.

Senior Executive Assistant Executive Support London About Skyscanner Everyone loves travelling, but planning is not without its challenges . That's why we've spent 20 years building tools that turn travel-planning chaos into a breeze. Today, around 160 million travellers count on us every month to skip the whole “47 browser tabs open” phase and find flights, cars, and hotels quickly and easily. Joining Skyscanner means becoming part of a global brand that's striving to become the planet's go-to travel hack accessible for all. Our vision? To be the world's number one travel ally. (Ambitious? Yes, but, hey, that's what got us here). About the role (Hybrid) Skyscanner’s Executive Support team is currently looking for an experienced Senior Executive Assistant to join their team and support our Executive leadership. In this dynamic and fast-paced role, your ability to anticipate needs, think critically, and handle sensitive matters with professionalism and discretion will be key to your success. We’re looking for a self-starter who takes initiative, thrives under pressure, and is always looking for ways to streamline operations and boost impact, and leverage AI and automation to work smarter and more efficiently. If you're a natural organiser who thrives on helping others stay on top of their game, we want to hear from you. What You’ll be doing - Executive Support: Provide high-level calendar and diary management for the Executive team - prioritising requests, resolving scheduling conflicts, and making strategic decisions to ensure optimal use of time. - Travel Coordination: Independently manage complex travel arrangements including booking flights, accommodations, processing visas, and preparing detailed itineraries. - Meeting & Event Management: Organise and manage logistics for internal and external meetings, including preparing agendas, formatting documents, taking minutes, and ensuring follow-up on action items. - Expense & Email Management: Process expense reports and manage email correspondence, flagging urgent messages and helping prioritise responses. - Team Support: Facilitate team events and offsite days — from venue bookings and travel arrangements to agenda preparation and on-the-day coordination. - Business Operations: Help set the cadence for leadership team operations, ensuring meetings are purposeful, follow-ups are tracked, and strategic priorities stay on course. - Process Optimisation & Automation: Identify opportunities to improve workflows by leveraging AI tools and automation, reducing manual effort, enhancing efficiency, and enabling the team to focus on higher-value work. About you - A self-starter with exceptional organisational and time-management skills. - A proactive force with a strategic edge - You anticipate needs, are confident in your decisions & quick to take initiative — always looking for opportunities to streamline operations and drive meaningful impact - An excellent communicator, able to build strong relationships and liaise confidently with senior stakeholders. - Comfortable juggling multiple priorities in a fast-moving environment. - Tech-savvy with strong attention to detail and a solutions-focused mindset. - Trusted to handle confidential information with integrity and discretion. - Passionate about continuous improvement and delivering exceptional support. - You thrive in a collaborative, high-energy environment and bring a positive, can-do attitude to your work. Join us and play a critical role in keeping our leadership team focused, informed, and ready for whatever comes next.