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.

• Manage a portfolio of clients within a mentorship program • Ensure organization of schedules, meetings, and records • Act as the point of contact between clients and internal specialists • Keep information and materials organized and up to date • Support the onboarding process for new clients • Monitor engagement and flag risks of discontinuation

Role Description This position is National Remote. You’ll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges. As a Senior Complex Customer Care Representative, you will deliver compassionate, high-quality service to 50–70 callers daily, always recognizing that each interaction represents a real person seeking help and guidance. In this dynamic role, you will manage inquiries across multiple Optum Financial platforms, including Directed Spend, Employer, and Commercial, requiring adaptability and mastery of diverse systems. You will complete training to support multiple lines of business and seamlessly transition between platforms in real time based on business needs, often multiple times in a single day. Beyond resolving complex issues, you will serve as a trusted resource and subject matter expert for your team, strengthening internal and external relationships. Your commitment to integrity and excellence ensures every customer and colleague feels valued and supported after speaking with you. This group is part of Customer Experience (CX): team’s focus; to reduce repeat callers, executive escalations and complaints. This role is pivotal to managing consumer distress. This position is full time (40 hours / week), Monday - Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 6:00 am - 6:00 pm MST. Mandatory overtime is required during peak season (first few weeks of January) may require weekend and evenings, per business need. Final shift will be assigned after training is completed. This will be paid on the job training, attendance is required for the first five weeks. The hours during training will be 8:00 am - 8:00 pm CST, Monday - Friday. - Serve as a resource or Subject Matter Expert (SME) for other team members or internal customers - Handle escalated calls, resolving complex customer issues in a one-and-done manner - Transition between multiple Optum Financial platforms, including Directed Spend, Employer, and Commercial, several times daily based on business needs - Complete required training to support at least four lines of business and deliver consistent, high-quality service across all platforms - Answer incoming calls and identify the type of assistance needed (e.g., benefits and eligibility, billing and payments, authorizations for treatment, explanation of benefits) - Ask appropriate questions and listen actively to identify issues while documenting required information in systems - Assist customers in navigating websites and encourage self-sufficiency - Own problems through to resolution in real time or through timely follow-up - Research complex issues across multiple databases and collaborate with support resources to resolve escalated issues - Meet performance goals in efficiency, call quality, provider satisfaction, efficiency, and attendance Qualifications - High School Diploma / GED - Must be 18 years of age OR older - 1+ years of customer service experience analyzing and solving customer problems - First call resolution experience - Call center experience - Ability to attend training for the first five weeks during an 8‑hour shift, scheduled between 8:00 am - 8:00 pm CST - Ability to work full time (40 hours / week), Monday - Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 6:00 am - 6:00 pm MST. Mandatory overtime is required during peak season (first few weeks of January) may require weekend and evenings, per business need. Final shift will be assigned after training is completed. Preferred Qualifications - 3+ years of Customer Service Representative (CSR) experience OR 1+ years of experience in an office, call center, OR phone support role Telecommuting Requirements - Ability to keep all company sensitive documents secure (if applicable) - Required to have a dedicated work area established that is separated from other living areas and provides information privacy - Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service Soft Skills - Ability to multi-task and understand multiple products and benefit levels Benefits - Comprehensive benefits package - Incentive and recognition programs - Equity stock purchase - 401k contribution (all benefits are subject to eligibility requirements) - The hourly pay for this role will range from $20.38 - $36.44 per hour based on full-time employment Application Deadline This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.

Role Description We are seeking a remote Customer Support professional to assist clients with reservation-related inquiries and general service needs. This role focuses on delivering high-quality customer support, gathering accurate information, and helping organize essential details for reservation preparation. The ideal candidate is patient, detail-oriented, and able to work independently in a virtual environment. - Provide responsive customer support for reservation questions and service needs - Assist clients with gathering required details for reservations and trip coordination - Research basic accommodation, activity, and destination information as needed - Maintain accurate client records and update internal systems - Prepare and organize reservation details and related documentation - Communicate clearly and professionally with clients throughout the process - Coordinate follow-ups, scheduling, and status updates - Support the reservation workflow by confirming information and managing documentation - Perform general administrative and customer service tasks as assigned Qualifications - Strong communication and customer service skills - Excellent attention to detail and organizational abilities - Ability to work remotely with consistent follow-through - Comfortable using online tools, systems, and digital platforms - Previous customer service or administrative experience preferred - Dependable, professional, and able to manage multiple tasks Work Environment - Fully remote position - Flexible scheduling - Training and ongoing support provided Salary $45,000 - $65,000 a year Additional Information We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.