Customer Implementation & Support Specialist

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.