Product Support Specialist

At Expedia Group, we help travelers explore the world, one journey at a time. As a global travel company powered by passionate people, trusted partnerships, and leading technology, we connect travelers, partners, and advertisers through our consumer brands, B2B network, and travel advertising business.

Here, you'll do meaningful work that helps millions of people discover, book, and experience travel with more ease, confidence, and joy. Our five Behaviors-Traveler First, Think Big, Operate with Excellence, Ownership Mindset, and Succeed Together-help foster a supportive environment where people can grow their careers and have the flexibility, benefits, and support to do their best work. Join us and build for travelers everywhere.

Introduction to the Team:

Expedia Group B2B connects partners across the travel industry to our leading technology, supply, and services - helping them deliver seamless travel experiences to their customers. From airlines and hotels to financial institutions and other travel platforms, we power smarter, faster, and more impactful travel solutions through the most connected marketplace in the world

Make An Impact!

The Product Support Specialist supports Expedia Group property managers and partners who use Escapia for vacation-rental reservations, operations, distribution, payments, trust accounting, owner accounting, and reporting. Provides accurate, timely, and easy-to-understand assistance through approved support channels, with a focus on first-contact resolution, customer trust, and consistent application of Escapia processes and policies.

In this Role You Will:

• Develop working knowledge of Escapia reservations, trust accounting, payments, rates, taxes, service orders, distribution, and property-management workflows.
• Apply Escapia policies, documented procedures, and basic trust-accounting principles to customer questions and issue resolution.
• Provide timely day-to-day support through approved channels, with a focus on first-contact resolution.
• Ask focused follow-up questions, listen carefully, and gather the details needed to identify the customer's root cause.
• Categorize cases accurately and document symptoms, troubleshooting steps, findings, and resolution in Salesforce.
• Assess business impact and urgency, prioritize work according to team guidelines, and set clear customer expectations.
• Follow approved troubleshooting procedures and use the Escapia User Manual, support articles, and known solutions as references.
• Explain Escapia processes and recommendations clearly to non-technical customers, property managers, and internal stakeholders.
• Troubleshoot common workflows involving reservations, folios, payments, refunds, owner statements, accounting, taxes, and channel integrations.
• Recognize when an issue involves trust-accounting, regulatory, or financial-reporting risk and escalate it appropriately.
• Identify suspected High Impact Events or persistent issues, gather supporting evidence, and report them according to team procedures.
• Keep customers and stakeholders informed of progress, next steps, dependencies, and changes to expected timelines.
• Collaborate with experienced associates and subject-matter experts when an issue exceeds documented procedures or requires specialized review.
• Support implementation and onboarding activities by following standard operating procedures, maintaining task timelines, and tracking milestones.
• Share product knowledge, relevant features, updates, and best practices that improve the customer's Escapia experience.
• Identify recurring knowledge gaps and recommend updates to procedures, training materials, FAQs, and customer communications.
• Use Salesforce, email, chat, Slack, Excel, reporting, and operational tools to manage cases, analyze information, and track action items.
• Contribute to quality reporting and continuous improvement by identifying inefficiencies, documenting patterns, and recommending practical process improvements.

Experience and Qualifications:

• You have 2+ years of customer service or product support experience; SaaS experience is preferred

• You are comfortable working with Windows, Google Chrome, Microsoft Office, and Excel

• You communicate effectively across channels and can explain complex information in a way that is easy for customers to understand

• You work well independently and collaboratively, and you can manage multiple priorities in a fast-paced environment

• You demonstrate strong attention to detail, sound time management, and resilience under pressure or ambiguity

• Experience with small computer networks, firewalls, antivirus software, QuickBooks, or basic accounting principles is a plus

The total cash range for this position in Austin is $52,500.00 to $73,500.00. Employees in this role have the potential to increase their pay up to $84,000.00, which is the top of the range, based on ongoing, demonstrated, and sustained performance in the role.

Starting pay for this role will vary based on multiple factors, including location, available budget, and an individual's knowledge, skills, and experience. Pay ranges may be modified in the future.

Benefits and perks

Expedia Group offers benefits and perks designed to support employees and their families, including medical, dental, and vision coverage, paid time off, an Employee Assistance Program, wellness and travel reimbursement, travel discounts, and International Airlines Travel Agent Network (IATAN) membership. Learn more about life at Expedia Group at https://careers.expediagroup.com/life.

Accommodation requests

Expedia Group is committed to providing an inclusive and accessible recruiting experience. If you need an accommodation or adjustment due to a disability during the application or recruiting process, please submit a request at https://expedia.service-now.com/askeg?id=job_accommodation.

About Expedia Group

Expedia Group includes three flagship consumer brands - Expedia, Hotels.com, and Vrbo - along with a leading B2B travel business and travel advertising offerings. Across our brands and business, we help travelers explore the world with confidence and ease.

Important notice

Employment opportunities and job offers at Expedia Group will always come from Expedia Group's Talent Acquisition and hiring teams. Never share sensitive personal information unless you are confident of the recipient. Expedia Group does not extend job offers via email or messaging tools to individuals with whom we have not made prior contact. Our email domain is @expediagroup.com. The official place to find and apply for roles is https://careers.expediagroup.com/jobs/.

Equal Opportunity

Expedia is committed to creating an inclusive work environment with a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other characteristic protected by law. This employer participates in E-Verify. The employer will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee''s I-9 to confirm work authorization.