Senior Partner Support Executive (Travel)

TL;DR

Senior Partner Support Executive (Customer Service/SQL): Managing high-priority partner escalations and optimizing support processes with an accent on data-driven decision making and AI integration. Focus on analyzing operational trends using BigQuery and Looker to eliminate friction and improve the partner ecosystem.

Location: Hybrid (London, UK) - requires 1 day per week in the London office

Company

The hirify.global Group connects people to experiences worth sharing through its portfolio of travel brands including hirify.global, Viator, and TheFork.

What you will do

• Act as the senior escalation point for complex, high-priority partner issues routed from front-line agents and Account Managers.
• Analyze operational trends and quantify the business impact of platform bugs and process gaps using BigQuery and Looker.
• Audit day-to-day workflows to identify operational bottlenecks and present data-informed improvement proposals.
• Prototype AI-driven automation and tools to reduce repetitive tasks and operational friction.
• Mentor junior colleagues and support onboarding as a Subject Matter Expert in the Viator Partner Program.
• Collaborate with Product and Vendor Operations to align on priority resolutions and process updates.

Requirements

• 1-2 years of experience in B2B/Partner Customer Support, Technical Support, or Partner Success.
• Must be based in or able to commute to London, UK for the hybrid office requirement.
• Hands-on proficiency with SQL (BigQuery), Looker, and enterprise CRM systems like Salesforce.
• Proven track record of handling high-value accounts and meeting strict SLA requirements.
• Strong analytical mindset with the ability to investigate ambiguous technical issues and drive root-cause solutions.

Nice to have

• Demonstrated comfort using GenAI and modern automation tools.
• Experience in digital marketplaces or multi-tiered contact center environments.

Culture & Benefits

• Competitive compensation packages including base salary and annual bonuses.
• Flexible schedule and a remote-friendly approach to collaboration.
• Annual lifestyle benefit for travel, wellness, or personal use.
• Tuition assistance for qualified educational programs.
• Comprehensive health benefits and annual donation matching.