User Support Agent

When travelers are searching for a hotel, we want the obvious choice to be trivago! By comparing prices from major booking sites, we're making it easy for people to find hotels they want at a price they’ll love. In the lively city of Düsseldorf, we seize opportunities to learn everyday, innovate, and make an enduring mark on the travel industry. A career at trivago is a journey designed for people who crave continuous development and want to thrive in a high-performing team. Here you will find those who aren't afraid of change but rather embrace it, turning every challenge into a pathway for growth. Join trivago, work with a great team, and grow with us! Join us in making a difference Are you patient, persuasive with strong written communication skills in English? We are looking for a User Support Operator who will be the first point of contact for users reaching out to trivago. Every month, over 120 million users rely on the trivago website and app to find their perfect getaway. Your mission, should you choose to accept it, is to be the user's advocate and build trust in the trivago brand. In return, you'll have the opportunity to work on a global platform with an international team in a dynamic environment. Ready for the challenge? Read on and apply now! How you’ll make an impact: Deliver solution-oriented high-quality support by responding to user inquiries through Email and Help Center requests utilizing our CRM tool, Zendesk, as well as translation tools. Explore and understand issues faced by our users, finding solutions by collaborating with different stakeholders within and outside trivago. Improve trivago's products by investigating, reporting, and helping to fix issues or bugs reported by users. Collect, analyze, and categorize user feedback to identify patterns in user requests and behavior within respective markets, and efficiently communicate insights to relevant teams. Run and coordinate various initiatives aimed at improving our operations and processes. What you'll need to thrive: Excellent written and verbal communication skills in English (our company language), with the empathy to convey information clearly and effectively. A proactive, user-centric mindset — strong problem-solving abilities, sharp attention to detail, and the persuasiveness to turn negative user experiences into positive outcomes. The adaptability to thrive in a fast-paced, dynamic environment, working both independently and collaboratively. A genuine learning mindset — you approach challenges with curiosity, seek out feedback, and continuously look for ways to develop and grow. A performance mindset — you set ambitious goals for yourself and have the determination and resilience to follow through and achieve them. An open and curious mindset toward AI tools and automation — you're keen to explore how AI can support day-to-day support work and grow alongside evolving technologies. Stand out with: Previous experience in hospitality or customer service is a plus Experience using CRM systems (Zendesk) or customer support tools Proficiency in any additional written language (Dutch, Italian, German, or Turkish) Worried about missing a few requirements? Still apply, and express your motivation as you may just be the right candidate for this or other roles! What you can look forward to: As you grow, so do we. This is why at trivago, we prioritize your development, offer personalized coaching through Nilo, and provide workshops, educational meetups, conferences, free online learning courses, and access to a fully-equipped campus library. Moving to join us? No problem. You can count on the visa support from our talent support team, a relocation package, interest-free newcomer loan, free language classes, regular team and company-wide events to build experiences together. Life happens. We offer self-determined vacation (with a minimum of 25 vacation days), flexible working hours, up to 2 work from home days weekly. Additionally you can work remotely from a different location, within Germany or selected countries abroad for up to 20 days per year. You also get free access to the Heycare platform for personalized nanny assistance, and an on-campus kids room. Enjoy your office days. Use your daily canteen budget to share lunch with colleagues in our canteen, help yourself to complimentary snacks and drinks in our kitchens, choose from a variety of fitness options with our on-site gym, sports classes, and Urban Sports Club membership , and enjoy the comfort of ergonomic desks and focused work areas. Thank you for considering a career at trivago! Our commitment to fostering an inclusive and enriching environment for all talents is at the heart of what we do. We understand that embarking on a new job opportunity is a blend of excitement and curiosity. Should any questions arise before you apply, feel free to reach out to us at [email protected] . Join us in our mission to make a positive impact on global travel, w e look forward to your application! #LI-Hybrid