Customer Support Specialist (API)

We're looking for a Connectivity (API) Customer Support Specialist to join our Partner Operations team, working on a hybrid basis (3 days per week) from our Bourne End office (Buckinghamshire, SL8 5YS). 

As the right hand to our Partnerships team. This team is the glue between our products and our site, connecting the two with incredible speed and attention to detail.

We will provide on-the-job training, so previous experience within a similar role is not necessary but we are keen to speak to candidates with strong administrative skills, a proactive approach and a genuine desire to learn new skills. 

This role would perfectly suit someone who is used to working in a fast-paced role with flawless attention to detail. You may have previously worked in similar roles such as: Connectivity Specialist, Account Administrator, Customer Service Administrator, Bookings Administrator, Integration Specialist, Partnership Manager or Technical Account Manager, but we are open to any background with relevant transferable skills.

As a Connectivity (API) Customer Support Specialist within our expanding Partner Operations Team, you’ll become a key player in executing our Global Connectivity Strategy. 

By orchestrating the seamless connection of our existing and future product inventory (experiences) with live booking APIs, you will contribute significantly to providing an unparalleled gifting experience for both partners and customers. Your efforts will drive internal efficiencies across teams, making this a dynamic role with ample opportunities for continuous learning and professional growth. 
 
This role will primarily focus on supporting our US partners and experiences for Virgin Experience Gifts, but will evolve over time to include support for our UK partners as your experience develops. 

We are looking for someone who can align working hours with our US based team members, starting circa 10:00am daily with later evening finishes Monday-Friday (flexibility with working pattern can be discussed). 
 
 This is a hybrid working role, with 3 days per week working from our Bourne End office (Buckinghamshire, SL8 5YS). 

• Ensure accurate and efficient connection of our existing experience inventory to live booking APIs
• Uphold the integrity of current API connections through regular product maintenance
• Act as the first line of defense, troubleshooting real-time booking failures promptly and escalating when necessary
• Support both our Suppliers & Supply Team with Connectivity-related questions and requests, ensuring they have the info they need

• Manage & maintain our aggregated inventory, performing weekly product maintenance, availability checks, & more
• Manage the onboarding of selected API products from experience aggregators, overseeing the product setup pipeline from submission to activation
• Engage with both operators and connectivity partners to facilitate onboarding and initial setup
• Engage with both operators and connectivity partners to resolve mapping and booking issues
• Perform weekly review of validation export to ensure all connections are in working order
• Improve current processes and come up with suggestions to operate faster
• Document processes and workflows
• Complete connectivity-related projects to support the global business, as necessary

• You’ll be a team player who is self-motivated and excited to show up to work every day
• Strong problem-solving skills with the ability to think critically and troubleshoot issues independently
• A high level of attention to detail and quality
• Excellent communication skills, both written and verbal
• Strong organisational skills and ability to manage and prioritise multiple projects at once
• High level of competency using Google Sheets and/or Microsoft Excel to organise, track, and analyse data
• Working knowledge of booking APIs or a desire to learn
• Experience using Jira or other project management software – a plus
• Relevant customer support and/or partner relations experience strongly preferred 

• Work from our modern offices based in Bourne End, Buckinghamshire (SL8 5YS)
• Free breakfast in the office (cereal, toast, spreads, fresh fruit, coffee, tea)
• Make use of our hybrid working policy (3 days office based, 2 days remote)
• Enjoy Flexitime, working core hours of 7.5 hours per day with one hour for lunch; flexible starting and finishing times 
• Access to an award winning employee assistance programme to support your health and wellbeing
• Generous health cash plan
• £150 to spend each year on our experiences, for you to enjoy our products yourself
• Access to our discounts scheme within the Virgin Group (Virgin Family Membership)
• Share extraordinary experiences with your friends and family with a discount