Careers at FlipKey

Located in downtown Boston, FlipKey is a small, closely knit company owned by TripAdvisor. Our mission is to help travelers find their perfect vacation rental anywhere in the world, and to date we list more than 300,000 vacation homes with the world's largest collection of verified guest reviews.

If you're interested in meeting new challenges in travel and ecommerce—from recommendation engines to scalable data processing systems, customer service to SEO optimization—come work with us.

Customer Care

Customer Care Associate

Did you know that owners who rent their vacation homes can gross $20,000 to $30,000 or more each year?

We are looking for individuals who can help vacation rental owners increase their vacation rental earnings on FlipKey. A Customer Care Associate takes responsibility for managing relationships with vacation rental owners who list their properties with FlipKey. This individual will serve as a main point of contact for both prospective and current customers to discuss services offered, provide recommendations to help customers optimize their property listings, and assist with support issues.

Please send resumes via email to our Internal Recruiter.

Responsibilities

  • Assist vacation rental owners who advertise their properties on FlipKey via phone and email on how to use our account management tools which includes our booking and payment platform
  • Recommend and create resourceful solutions to issues related to industry best-practices to help owners maximize earnings made on bookings secured on FlipKey
  • Work as a liaison between customers and our product and development teams, which includes summarizing customer feedback and issues to help manage prioritization of development work
  • Advise travelers on how to use the site to find a rental and provide assistance for any questions or issues they have regarding a reservation
  • Review property listings and provide recommendations for both new and existing clients to help them optimize bookings
  • Conduct winback and feedback-gathering processes for current customers considering deactivating accounts in order to retain customers
  • Answer questions and communicate benefits to prospective customers about our programs

Requirements

  • High enthusiasm and interest working directly with customers
  • Self-starter, independent thinker, and a high-aptitude for solving problems
  • Excellent verbal and written communication skills; high comfort level receiving inbound emails and phone calls, as well as making outbound communications to current customers
  • Strong organization skills and attention to details
  • Interpersonal skills with ability to work both independently and within a team environment
  • Strong proficiency with Internet-based applications
  • Bachelor’s degree

Inbound Customer Care Team Lead

This position is accountable for managing the daily responsibilities of Inbound agents; their progress and growth while aligning with larger business goals and company standards. Communicate and escalate issues thoroughly and appropriately through correct channels. This person is required to drive operational performance with inspirational leadership.

Please send resumes via email to our Internal Recruiter.

Requirements

  • Floor Management: Manage the phone, email, and chat channels to successfully adhere to the team KPI’s and service level agreements by measuring the following daily:
  • o Create daily plan: Produce a schedule for the day based on forecast and back-log that the team will adhere to for the day that will efficiently and effectively support the team’s larger KPI’s and SLA. Lead the daily meeting with managers and update the schedule for agent’s to view in WFM.
  • o Manage calls in queue: Monitor the dashboard and the call queue and adjust resources appropriately. Outline a target SLA for the day and manage agents’ to the spikes in phone volume in accordance to the plan.
  • o Monitor agent’s use of codes: Through InContact, monitor agent’s time, specifically the correct use of unavailable codes, so that they are set accordingly to optimize efficiency.
  • o Measure agent’s adherence: Make sure that agents are adhering to their planned schedule and approve adjustments as necessary. In particular, observe adherence to shift start and end time and a total of 30 min break and 60 min lunch per day. Take action on lateness or lack of adherence as necessary.
  • Leadership: Provide motivation, inspiration, development, and management to the team. Lead by example and ensure team is lead to; and acts in accordance with all company policies and procedures. The team lead is responsible for communicating changes effectively and appropriately to support the business.
  • Quality Control: Regularly monitor and provide feedback on calls, chats, and emails to the staff and the business. Quality is measured by analyzing customer satisfaction surveys, call monitoring, and reviewing tickets and chats in Zendesk and scoring them on central quality scoring document. Communicate to the team about their individual scores and publish team averages.
  • Customer Service: Ensure that the team delivers the highest possible customer service levels to clients in a timely and efficient manner. Handle escalated complaints and deal with difficult situations. Act as an available resource to the team when issues arise and problem solve and coach to teach and empower agents to deal with difficult situations independently.
  • Coaching/Development: Communicate the responsibilities of the role and to goals each person will be measured to. Carry out regular 1:1’s and appraisals of team members, certifying that each team member has personal development and improvement plans. Provide first class training and support and facilitate problem solving and collaboration. Use positive reinforcement and praise when deserved, and coach underperformers by providing them with tangible feedback and improvement goals regularly. Communicate to the team about their individual scores and publish team averages.
  • Administration: Manage and communicate vacation time, sick time, and participation in other company events accurately to team members. Make sure we are appropriately staffed during the year, especially on holidays, to cover the business need.

Sr. Trust and Safety Associate

Interested in growing your career at a fast-growing online travel website? FlipKey is seeking a Senior Trust and Safety Associate, who will take responsibility over out consumer and supplier dispute resolution programs. This individual will serve as a key component of the FlipKey Trust and Safety Team and be responsible for handling a high volume of escalated customer issues, with a focus on resolving disputes between consumers and suppliers utilizing the FlipKey service.

Please send resumes via email to our Internal Recruiter.

Responsibilities

  • Work to resolve escalated customer issues with a focus on fraud inquiries, consumer/supplier payment disputes and customer complaints
  • Work to assist in facilitating communication between upset consumers and suppliers
  • Act as the face of the FlipKey Trust and Safety team, demonstrating patience and empathy when handling sensitive issues
  • Monitor and prioritize a queue of escalated inquiries, delegating to subject matter experts when needed
  • Lead the traveler complaints monitoring program, addressing suppliers who exhibit poor behavior on a consistent basis
  • Serve the customer care team as the primary resource for escalated disputes

Requirements

  • Excellent verbal and written communication skills; high comfort level with confrontation and frustrated customers
  • High enthusiasm and interest working directly with customers and solving customer problems
  • Experience in customer dispute resolution
  • Experience communicating directly with customers via phone and email
  • Strong organization skills and attention to details
  • Strong proficiency with Internet-based application
  • Bachelor’s degree and a minimum of 2 years in a high volume customer support environment

EngineeringBack to top

Integration Engineer

FlipKey (FK) is seeking a Integration Engineer to join our fast-moving team. The FK Integration Engineering team is responsible for systems integration in areas of the business where we generate revenue from our partners. We help integrate supply and distribution partners into our global vacation rental marketplace.

This junior to mid-level position is for someone with a broad set of programming and trouble shooting skills, who is comfortable analyzing complex web platform applications using multiple technologies.

Please send resumes via email to our Internal Recruiter.

Responsibilities

  • Design and develop software which integrates to API endpoints, both internal and external
  • Analyze large system integration/interoperability features and issues at all levels
  • Provide Tier 2 support and interface with multiple teams (e.g. sales, customer support, product development)

Requirements

  • BS in Computer Science or other technical field with software development skills
  • Keen troubleshooting and debugging skills combined with excellent problem-solving ability and effective analysis of complex distributed, multithreaded systems
  • Able to quickly develop and run test code/tools
  • Comfortable on the Linux platform and its standard utilities
  • Understanding of and ability to work with databases using SQL
  • Ability to communicate complex concepts clearly
  • Excels at working well on multiple tasks in a rapidly paced environment with shifting
  • Priorities to meet changing business demands
  • Prefer good working knowledge or experience in Python, PHP, Java, HTTP, JSON, JavaScript, and AJAX
  • Prefer experience with feature/issue tracking tools and life-cycles in a process-driven environment
  • Experience integrating systems using APIs, in particular B2B SaaS applications in the travel industry, is a plus
  • 2 years minimum experience

QA Engineer

FlipKey is hiring a QA Selenium Automation Engineer to support FlipKey’s growing engineering team. FlipKey is the second largest vacation rental site in the world. We’re passionate about giving travelers choice beyond traditional hotels, and need you to help us scale efficiently and wow customers.

The QA Automation Engineer will join an existing small QA team and will handle an assortment of typical Software QA duties. This includes, but is not limited to, writing new automation scripts to extend our existing automation, modifying our existing automation as the application changes, investigating any automation failures, determining what new automation will best support our daily release process, and helping with the testing of the software to maintain high quality for our daily releases. This position is ideal for someone with several years of QA Automation experience with a heavily trafficked web site.

Please send resumes via email to our Internal Recruiter.

Responsibilities

  • Help build, maintain, and employ automation software (Selenium WebDriver and Python)
  • Work closely with Development and existing QA team to plan for future automation
  • File bugs and monitor their progress
  • Use existing tools and QA processes
  • Leverage past experience to help improve the process

Requirements

  • 2-3+ years minimum professional QA Selenium Automation experience - Selenium with Python a plus
  • Comfortable in all major OS platforms and browsers (including bash in Unix)
  • - Strong basic knowledge of core web technologies (SQL, Javascript, CSS/HTML)
  • Excellent communication skills (clear writing and excellent interpersonal)
  • Degree in CS or comparable technical field preferred

Sr. Software Engineer

Do you want to create systems that are used by millions of international travelers every month? Is your code tight enough to power aspects of TripAdvisor, the world’s largest travel website?

The Sr. Software Engineer works across the breadth of our organization, touching front-end, back-end and everything in between, with the primary focus on software development in Python and other open source technologies.

Please email your resume, a small code sample you have written (PHP, PYTHON, or C++), and a link to any online sites or projects that you are a part of to our Internal Recruiter.

Requirements

  • Minimum of 5 years of professional experience
  • Web development experience using LAMP technologies
  • Familiar with Python, or eager to learn
  • Strong SQL, shell scripting, UNIX hacking, etc. skills
  • A deep appreciation for open source technologies and a passion for the Internet
  • Good communication, writing, and teamwork abilities
  • A desire to be a key part of building an industry-leading service
  • Extensive database experience, MySQL preferred
  • Pluses: ETL and/or data munging experience, XML/SOAP knowledge, NoSQL

Web Developer

Have you ever built a site that influences how millions of people travel throughout the world? FlipKey's web developers own FlipKey.com, a very big site that influences the evolution of one of the fastest growing travel categories in the market. We hold our own among large competitors and rely on innovation and toughness to out-maneuver our rivals—think King Leonidas and his famous 300 vs. the Persian Army. If you're interested in going to battle, keep reading.

The primary focus of the Web Developer is on complex Web-related software development covering the full range of the Web stack.

Please email your resume, a small code sample you have written (PHP, PYTHON, or C++), and a link to any online sites or projects that you are a part of to our Internal Recruiter.

Requirements

  • Minimum of 5 professional years of experience
  • 5+ years of web development experience using LAMP and/or comparable open source technologies
  • Strong foundation of PHP, Python or equivalent web-suitable language
  • Experience with multiple MVC web frameworks
  • Strong SQL, Unix scripting, Javascript, HTML, Apache, and CSS skills
  • A deep appreciation for open source technologies and a passion for the Internet
  • Good communication, writing, and teamwork abilities
  • A desire to be a key part of building an industry leading service
  • Extensive database experience, MySQL preferred
  • Pluses: A strong eye for design and/or graphic design capability, CakePHP experience, Python experience

Finance & AccountingBack to top

Finance, Planning & Accounting Manager

This is a newly created position in response to Flipkey’s business growth and new transaction model.

Reporting to Flipkey’s Senior Director of Finance, this position will work closely with the senior business leadership teams at Flipkey and TAVR and the TripAdvisor Finance team.

The successful candidate will be given responsibility to own and manage Flipkey’s financial planning & analysis function with the goal of providing Flipkey’s management team the information, analysis and conclusions necessary to allow the business to better understand its revenue, customers, marketing channels and overall business effectiveness in order to improve performance and drive stronger business results.

Please send resumes via email to our Internal Recruiter.

Responsibilities

  • Build up a deep knowledge of Flipkey (and TAVR) business, its KPI’s, and the levers which can be pulled to deliver value
  • Deliver strong commercial finance leadership within the business to assist key business owners in meeting their financial targets and to support their financial decision making
  • Track and report on key metrics to provide feedback on financial efficacy of business decisions. Ensure both the timeliness and accuracy of such reporting
  • Create, refine, and maintain detailed financial models and analysis and be able to communicate outcomes and recommendations effectively. This will include:
  • Profit and Loss financial reporting using TripAdvisor’s Hyperion Essbase systems
  • Metrics and KPI reporting using the TAVR data cube and Flipkey data warehouse
  • Other financial models to support business partners’ needs Regularly interact with each team in order to gather and leverage intelligence for use in strategic planning, annual budgeting, monthly forecasting, weekly updates, and other relevant ad hoc analysis
  • Command a strong presence as a highly functional business partner with a strong operational orientation and well-developed financial acumen
  • Work closely with the broader TripAdvisor Finance and Accounting teams to ensure that the Flipkey business complies with TripAdvisor’s financial policies, processes and calendar.
  • Build Finance, Planning & Accounting competencies and recruit a small team of analysts to develop and deliver ongoing business intelligence and financial forecasts

Requirements

  • 8-10+ years of experience in Finance, Planning & Accounting roles with increasing responsibility
  • Advanced MS Excel and PowerPoint skills
  • Strong presentation and communication skills with the ability to influence decision making at senior levels
  • Demonstrated ability to summarize information in an executive fashion without burdening senior management with large amounts of unnecessary, behind the scenes data
  • Ability to analyze complex financial models and understand how the technology, product, operations and strategy will impact financial results
  • Experience with Hyperion Planning and Essbase systems and/or Workday Financials is a plus
  • Previous experience in an operational role, particularly within a transactional ecommerce or subscription based business is also a plus

Staff Accountant

The Staff Accountant will report into FlipKey’s Accounting Manager and will hold primary responsibility for customer billing and collections, accounts payable, and operating expenses.

Please send resumes via email to our Internal Recruiter.

Responsibilities

  • Manage customer billing and collections for FlipKey’s subscription and pay per lead products
  • Analyze accounts receivable to prioritize collection efforts and minimize bad debt experience
  • Coordinate AP workflow to ensure timely review of AP invoices by department managers
  • Work with vendors to resolve disputes and provide payment information as required
  • Provide support to FlipKey employees submitting travel expenses for reimbursement
  • Work with various departments to determine needed accruals for month-end closings
  • Develop journal entries during the month end close process
  • Reconcile and provide analytics monthly on certain Balance Sheet accounts
  • Perform numerous other tasks and projects as required

Requirements

  • Degree in Accounting
  • Prior work experience preferred
  • Experience with Workday and/or Hyperion a plus
  • Highly skilled in MS Excel
  • • Must be highly organized, able to work independently and detail oriented
  • Strong time management and communications skills
  • Ability to meet designated deadlines and manage multiple initiatives
  • Ability to work well with others in a small company, high growth environment

MarketingBack to top

Search Marketing Manager

FlipKey is seeking a Search Marketing Manager who will be responsible for regularly delivering and implementing actionable analysis and insight in order to drive search engine traffic and conversion growth across a portfolio of core vacation rental geographic markets. This individual will understand each market holistically, develop data driven recommendations to drive growth, and action it. They will dive deep to uncover growth opportunities, test and implement new strategies, and work cross functionally as needed to execute on their findings and recommendations.

Please send resumes via email to our Internal Recruiter.

Responsibilities

  • Exceed aggressive traffic and ROI goals for paid search channel across a portfolio of key vacation rental geographic markets
  • Manage, optimize, and expand paid search marketing activity for portfolio, which includes bid management, A/B testing, landing page optimization and keyword expansion
  • Perform keyword analysis to identify growth and/or efficiency opportunities. Continuously optimize accounts based on findings
  • Identify vacation rental markets where we are lagging against competition and develop a strategy to gain market share
  • • Work cross-functionality across consumer marketing, supply acquisition, and product management teams to improve inventory quality and drive conversion growth across portfolio of markets
  • Work on ideation and implementation of landing page tests
  • Develop, publish and monitor KPI’s across a portfolio of key vacation rental geographic markets

Requirements

  • 3-5 years of relevant experience in search marketing, customer acquisition, or marketing analytics
  • Exceptional problem solving, quantitative, and analytical skills
  • Expert level Excel skills
  • • Proficient in SQL
  • Strong, relentless attention and focus to details
  • Proven passion for data and numbers
  • Results oriented with roll-up-the-sleeves attitude – proven ability to execute
  • • Entrepreneurial spirit, mindset and work ethic are a must
  • Proven ability to juggle multiple projects at one-time with very little direction
  • Bachelor’s degree

Product & DesignBack to top

Manager, Business Analytics

At FlipKey, the only thing we love more than vacation rentals is data. We slice it, we dice it, and we use it to empower the majority of our decisions. As a member of the analytics team, you will be delivering decision support to the FlipKey management team and internal stakeholders across a variety of functions including product, marketing and customer care. We tackle complex business problems by converting raw data into meaningful and actionable business insights.

Please send resumes via email to our Internal Recruiter.

Responsibilities

  • Report, analyze, and present performance data from a Product, Marketing, Site, and Customer perspective
  • Deliver impactful analysis based on robust economic, financial, and statistical analysis
  • • Develop analytical models to estimate the impact of different scenarios, assisting in the business decision making process
  • Contribute to the design, testing and roll-out of various sort algorithm models to improve business performance and revenue
  • Coordinate closely with the wider Analytics team and departments across the organization to identify key analyses that deliver valuable business insight and areas of opportunity
  • Assist functional management teams throughout the company to understand the power and value of an analytical approach to decision-making, and provide them with the insights that contribute to the strategic goals of the organization
  • Function independently with a minimum of supervision, taking full ownership of key analytical projects
  • Proactively engage with customers to assess existing and upcoming business needs and maintain regular communication to update customers on progress made on projects

Requirements

  • Bachelor's degree is required. MBA or other advanced degree is preferred
  • Demonstrated ability to work through complex business problems and partner with internal clients with a consultative approach
  • • Strong analytical/modeling skills with ability to convert raw data into actionable business insights
  • Expert proficiency in Excel is required
  • Knowledge of SQL is required
  • Intermediate-to-advanced knowledge (including modeling techniques) of Statistics is preferred.
  • Web analytics experience, especially in e-commerce environment is preferred
  • Previous experience in transactional or e-commerce business is helpful
  • Excellent verbal, written and data presentation skills
  • Ability to work in matrix organization and influence people
  • Innovative
  • Team-player

Sr. Product Manager

FlipKey is hiring an experienced Product Manager to develop vision into successful products. FlipKey is the second largest vacation rental site in the world, and we need you to help us scale up massively and wow customers.

You will be responsible for the strategy and execution of key initiatives across the FlipKey.com website, ranging from platform projects to UI improvements.

This role requires a strong technical background and will challenge you to create features with outstanding design. A love for travel is also essential.

Reporting to the Director of Product, this is a cross-functional role collaborating with all company teams (including exec staff, product development, QA, design, marketing, and customer support).

Please send resumes via email to our Internal Recruiter.

Responsibilities

  • Develop and vet concepts with multi-million dollar revenue at stake
  • Balance priorities, resources, and schedules with small and large cross-functional teams
  • Develop compelling user experiences and extract key insights from users
  • Architect processes and systems
  • Create solid product requirements for engineering
  • Coordinate launches

Requirements

  • Bachelors degree or better, technical degree and/or technical experience preferred
  • 3-6 years experience designing and/or developing consumer internet products
  • 3+ years as a Product Manager including writing functional specifications
  • Strong problem solving, analytical (modeling, statistical analysis) and decision making skills. Able to interpret data and trends, diagnose problems, and formulate effective actions plans to resolve issues
  • Strong organizational and cross-functional leadership skills, as well as outstanding written and verbal communication skills
  • Passion for great user experience design
  • Self-motivated, execution-oriented, and willing to roll up one’s sleeves to tackle opportunities head-on
  • Love of travel
  • Excellent sense of humor

SalesBack to top

Business Development Manager

We are looking for highly motivated manager of business development to help grow the TripAdvisor vacation rental business. The candidate will be commercially minded, data & evidence driven, as well as proactive and capable of developing strong working relationships at all levels.

The role is a great opportunity to work in a fast growing ecommerce business, with a varied range of responsibilities and exposure to senior members of the management team.

Please send resumes via email to our Internal Recruiter.

Responsibilities

  • Developing commercial direction for vacation rentals; and translating strategy into business plans actionable by the functional teams within TAVR. Project manage part of the implementation in key projects.
  • Work with the corporate development team to find and close global acquisition opportunities for vacation rentals. Develop the case for acquisition with the vacation rentals management team. During an acquisition project, take responsibility for identifying and directing functional input from the wider team including analytics, product management, sales, and other business functions. Own the operational assumptions
  • Own and develop a competitive intelligence competency in vacation rentals. Direct the analysis of data, and create actionable competitive insights used by teams across the TAVR businesses to: better target marketing, prioritize product enhancements and improve owner content.
  • Take responsibility for planning and directing input into team strategy sessions, and into vacation rentals updates for the TripAdvisor board of directors, and TripAdvisor management
  • This role will report to the director of business development, in Vacation Rentals and work across all brands in the TripAdvisor vacation rental portfolio (Holiday Lettings, Niumba & Flipkey)

Requirements

  • At least 4 years of professional experience preferably with at least 2 years of strategy or management consulting (or similar)
  • Bachelor’s degree required
  • Capable of solving complex commercial problems using data / evidence
  • Excellent communication skills, both verbal and written – particularly in presentations
  • Analytical outlook, with experience in building and critiquing commercial models
  • Ability to manage multiple priorities and tasks
  • Some exposure to the corporate M and A process preferable
  • Able to combine inputs from various sources, evaluate their significance, and recommend an outcome
  • Appetite and desire to work in a fast paced, and flexible environment

Working here

FlipKey offers competitive salaries and benefits, including attractive health, vacation, and retirement plans, and a fun, collaborative team environment.

Physical Demands: Must be able to perform customary physical duties and meet appropriate social expectations of a professional office environment.

FlipKey is an Equal Opportunity Employer. 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.

Don’t see something that matches your skill set?

We're always looking for incredible people to join our team. If you would like to submit a general application, email your resume and cover letter describing why we should hire you to our Internal Recruiter.

About FlipKey

FlipKey, a TripAdvisor company, is a leading vacation rental marketplace that makes it easy, safe, and fun to find and book the perfect place to stay. Our verified guest reviews help you search more than 300,000 listings in 11,000 locations around the world. Get a great value and stay in a rental with the space, privacy, and amenities of home.

With more than 4 million unique visitors monthly, FlipKey has been named the “Top Vacation Rental Site” by Travel + Leisure. FlipKey has also appeared in many other top-tier media outlets including the Wall Street Journal, the New York Times, USA Today, SmartMoney, the LA Times, and MSNBC.

FlipKey offers competitive salaries and benefits, including attractive health, vacation, and retirement plans, and a fun, collaborative team environment.

Note to third-party recruiters, recruitment agencies, and executive search firms: We do not accept unsolicited resumes from third-party recruiters or recruiting agencies. Please do not forward unsolicited resumes to any FlipKey employees. FlipKey is not responsible for any fees related to unsolicited resumes.