Member Services Associate
HybridLondon, England, United Kingdom
Job Summary
Lead investigations, negotiate client solutions, and design systemic fixes for service issues while partnering with Sales and Production teams to resolve operational challenges related to travel offers and deal structures. Manage client billing disputes, payment reconciliations, and invoicing discrepancies, then administer the quality assurance programme across front line and escalations teams to set standards and drive accountability. Conduct structured performance audits to verify policy compliance, produce member and client insights reports, and champion new agent tools and workflow automations to enhance user experience and operational efficiency. Fluent in German, this role requires 3–5 years of progressive experience in customer service or account management, with proficiency in Microsoft Excel and Power BI. Based in London or Manchester, you will join a global team working within Travelzoo's flat hierarchy.
Required Qualifications
- Fluent in German (written & oral)
- 3–5+ years of progressive experience in customer service, client success, account management, or service operations
- A degree educated professional
- Experienced in serving as the primary contact for client relationship management
- Highly organized, possess strong analytical and problem-solving skills
- A confident communicator who can exercise independent judgment and decision-making
- Proficient in Microsoft Excel and Power BI
Desired Qualifications
- Skilled in escalating service issue resolution: lead investigations, negotiate client solutions, and design systemic fixes to prevent recurrence
- Confident to partner with Sales and Production teams to resolve operational issues related to travel offers, including deal structure, disclosure accuracy, fulfillment, and communications
- Driven to manage and resolve client billing disputes, payment reconciliations, and invoicing discrepancies
- Keen to lead and administer the quality assurance programme across front line and escalations service teams, setting quality standards and driving performance accountability
- Able to conduct structured performance audits of service team operations to verify policy and process compliance; identify gaps and implement action plans
- Eager to produce regular member and client insights reports and contact centre performance reviews; translate data into actionable recommendations that enhance the member journey and agent effectiveness
- Motivated to evaluate and champion new agent tools, workflow automation, and client portal enhancements that improve the user experience and operational efficiency
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