Head of Implementation

9 hours ago

Bangkok Israel Bookaway Full time ₪60,000 - ₪120,000 per year

About SeatOS

SeatOS is on a mission to transform and digitize the ground & sea transportation industry. Part of Travelier Group, SeatOS is a fast-growing B2B start-up building the digital infrastructure that enables operators to modernize their operations, connect to global distribution, and scale their businesses. 

Scaling fast across markets such as Thailand, Indonesia and the Philippines; our platform powers millions of trips annually and processes 10s of millions in GMV. Now, we're entering our next phase of growth.

The Role

The Head of Implementation & Customer Operations will be both a manager and at times a hands-on operator. You'll lead a team responsible for implementations, customer set-up, customer service, operations processes. You'll design, enforce, and optimize processes, own SLAs and KPIs, and ensure that SeatOS continues to provide an exceptional experience as we grow.

This isn't a 9-to-5 "answer tickets" role. It's about building trust, solving problems fast, and doing whatever it takes to make customers successful.

Responsibilities

  • Team Leadership: Manage and coach a team of 2–3 covering customer support, implementations, and data entry.
  • Accurate Implementations: Own the workflow of customer implementations, ensuring customers are set-up and ready to go within set SLAs to get value from the SeatOS system. 
  • Operational Excellence: Own SLAs & KPIs (CSAT, first response time, activation lead time, etc.) and hold the team accountable.
  • Hands-On Work: Personally handle complex customer queries, system set-ups, and implementations when needed. This will include data entry and system configurations. 
  • Technical: Develop and maintain a deep understanding of the system and its features, helping to resolve issues and work with our in-house engineering team to resolve technical issues.
  • Customer Relationships: Build trusting relationships with customers across the region, ensuring they're getting the best support possible. We go above and beyond. 
  • Process & Tools: Design, implement, and enforce playbooks for support, implementations, and activations. Select and optimize tools. Explore ways to make processes more efficient through the adoption of AI and automation. 
  • Cross-Team Collaboration: Work closely with Engineering, Sales, and Travelier inventory/finance teams to resolve mapping issues, invoicing challenges, and other escalations.
  • Reporting: Prepare regular reports on ticket volumes, issue types, SLAs, and customer satisfaction for SeatOS leadership.

Travel: This role will require occasional travel (mostly limited to within SEA) to meet with customers during busy training periods or as otherwise required by customers.

  • 4–7 years of experience in customer operations, support, or implementation roles in SaaS, travel, or tech.
  • Prior people management experience (small teams, player-coach style).
  • Strong problem-solving mindset; comfortable being hands-on with data, tools, and customer escalations. Some technical background is required for this role. 
  • Excellent written and verbal communication (English a must, Thai or other SEA languages a plus).
  • Experience designing and enforcing processes and using tools like Zendesk, HubSpot, or similar.
  • Ambition to grow with a scale-up and willingness to do whatever it takes to deliver for customers.

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