Location: Fully remote (preferably within EU time zone)
Languages: Fluent in English (Spanish, German, or Italian are a plus)
Employment type: Full-time
Reporting to: API & connectivity manager
About the role
We are looking for a connectivity specialist to help tour and activity operators connect their products to OTAs, resellers, and third-party subsystems while ensuring seamless API performance.
In this role, you will support customers with product mapping, troubleshoot API errors, and monitor system performance. You’ll play a key part in maintaining smooth connectivity between operators and platforms like Viator, GetYourGuide, Tiqets, Klook, Hotelbeds, and Headout.
This is a fully remote position, but candidates must be within the EU time zone to effectively support regional customers.
Key responsibilities
Product mapping and OTA extranet support
- Guide customers through onboarding, system training, and product mapping to OTAs.
- Assist operators in managing pricing, availability, and content via OTA extranets.
- Ensure smooth synchronisation between operator systems and reseller platforms.
API support and troubleshooting
- Monitor API performance, track errors, and resolve connectivity issues affecting availability, pricing, and bookings.
- Troubleshoot API-related errors and assist customers with failed bookings.
- Analyse API logs and escalate critical issues to the API & connectivity manager.
- Report major issues and trends, contributing to continuous improvement.
Operational support and collaboration
- Develop a strong understanding of operator workflows and OTA integrations.
- Act as a liaison between tour operators, resellers, and internal teams.
- Document frequent API issues and customer challenges, suggesting improvements.
- Keep customers updated on API changes, platform updates, and best practices.
What we’re looking for
Industry and technical knowledge
- Experience with OTA extranets and an understanding of tour and activity operations (inventory management, pricing, distribution).
- Basic knowledge of API-based distribution and how systems sync data.
Customer support and language skills
- Fluent in English & Spanish (written and spoken). German or Italian is a plus.
- Strong background in customer support, account management, or technical support.
- Ability to explain technical concepts to non-technical users clearly and friendly.
- Experience with support ticketing systems and API monitoring dashboards.
Preferred qualifications
- Experience working with SaaS platforms in the travel industry.
- Familiarity with API monitoring and reporting tools.
Required skills and qualifications
✅ Attention to detail with a structured approach to problem-solving.
✅ Ability to handle urgent API issues with a problem-solving mindset and clear communication.
✅ A proactive approach with a focus on continuous improvement.
✅ Strong team player who collaborates well across departments.
✅ Experience in a similar role (API support, product integration, or technical customer support).
✅ Experience with OTA extranets and product setup.