Customer Implementation

7 hours ago

Bangkok Israel Travelier Full time ₪1,200,000 - ₪2,400,000 per year

SeatOS is on a mission to transform the ground & sea travel industry and is part of the industry leading group, Travelier. We're building the dominant Transport Management System (TMS) in APAC. 

We're looking for a Customer Implementation & Support Specialist to join our team in Bangkok. If you're the kind of person who thrives in ambiguity, moves fast, and enjoys solving customer problems end-to-end, this role will feel like home. You'll play a critical part in ensuring our customers get live on SeatOS successfully and stay supported as they grow.

This role reports to our Head of Implementation & Customer Operations, and is based on-site (4 days office, 1 day WFH) in our central Bangkok office. 

Responsibilities for this role include:

Own end-to-end implementation of customers on the SeatOS platform, ensuring accurate and fast set-up of routes, inventory, timetables, and pricing so operators go-live with minimal friction.Coordinate and validate inventory, mapping, and pricing between SeatOS and OTAs to ensure 100% accuracy of products before customer go-live. Handle customer issues end-to-end through Zendesk and other channels, ensuring fast, accurate, high-quality resolutions.Escalate technical issues via Jira  and collaborate with the Technical Team to ensure the issue is resolved in a timely manner for the customer. Able to collaborate across Account Management, Business Development, OTA teams, Product & Engineering as required. Assist to maintain internal documentation (FAQ, training, SOPs) and contribute to improving materials and knowledge base. Provide basic training to customers post go-live on an ad-hoc request basis to assist them with future self-service. Responsible for ensuring your own SLA compliance across key performance indicators (KPIs) such as Time-To-Live, Set-up Accuracy, Response Time, Average Handling Time, and CSAT. 

This role may require travel from time-to-time mostly within the South-East Asia region.

Strong written & verbal communication skills in Thai & English is a requirement. 1-2 years of experience in implementation roles is preferred. Strong attention to detail and ownership of operational tasks such as data entry and configuration.Ability to multitask and handle several open tasks or tickets while adhering to support SLAs.Strong analytical and problem-solving skills with the ability to work independently and escalate when needed.Proficient in tools such as Zendesk, Jira, Google Docs, Sheets, and general SaaS admin tools.A team-first attitude and willingness to learn and adapt quickly.

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