FUNNOW Group – The leading lifestyle booking platform group in Greater Southeast Asia, operating in seven countries: Singapore, Hong Kong, Malaysia, Thailand, Philippines, Japan, and Taiwan, with its four brands: FunNow, Eatigo, Niceday, and TABLEAPP. By adhering to digital transformation (DX) and yield management with AI, we are revolutionizing the retail industry and remain committed to our vision of making people happy!
THE POSITION: CX Automation & Insights Senior Manager
Customer Experience (CX) is paramount because it functions as the first and last touchpoint for both FUNNOW Group users and merchants across all markets. The strategic importance of this leadership function spans the entire organization, directly driving critical outcomes:
- Trust in the platform
- Positive Brand perception
- Seamless cross-border user experience
- High merchant satisfaction
- Sustained revenue growth
We are seeking a leader to define and execute the 1–2 year evolution of the customer experience at FUNNOW, driving a fundamental shift in our operational philosophy:
- From Firefighting to Predictive Operations: Shifting the focus from reacting to immediate issues toward anticipating and resolving customer needs before they arise.
- From Manual Work to AI Concierge & Automation: Transforming human efforts into efficient, scalable processes powered by AI and automated solutions.
- From Isolated Support to Central Experience Engine: Evolving the isolated support into a strategic central engine that actively influences product development, content & marketing, and revenue generation.
Your role will be to redefine the entire customer experience for millions of users across seven markets. This is not a traditional Customer Service role. It is a strategic leadership position focused on building a regional experience engine— powered by AI, positioning CX as a core driver of business growth and technological innovation.
WHAT YOU’LL DO:
1. Build the Next-Gen CX Engine (AI × Automation × Predictive Ops)
- Drive the transition to 60–80% automated issue resolution through:
- GenAI Concierge (multi-channel frontline)
- AI routing & classification (98–99% accuracy)
- Unified knowledge base & SOPs across 7 countries
- Automation flows (n8n/internal tools)
- Predictive dashboards detecting anomalies before user impact
- Partner with product, data and frontline team (sales / marketing ) to eliminate root-cause pain points.
2. Develop FUNNOW’s Multi-Country AI-enabled experience team
- Ensure local language & cultural tone remain unique while operational quality and logic are unified
- Build a culture of: direct communication, proactive problem-solving, team collaboration, ownership, deadline awareness, and transparent reporting
3. Elevate CX's Role in the Business
- Provide actionable insights to business stakeholders
- Translate CX signals into product improvements, user policy changes, and revenue opportunities
- Drive a strong CX to Product Feedback Loop
- Build Human Expertise for the AI Era.Develop next-generation CX roles as not only CX Automation & Insights management but user experience architect.Refocus human work on complexity, risk, judgment, merchant collaboration, and user value.
WHAT YOU’LL NEED:
Mindset
- Passionate about improving user experience
- Curious and excited about using AI/automation to solve operational problems
- Comfortable navigating fast-changing, multi-country environments
- See CX as a growth and trust engine, not just support
Skills & Experience
- 5+ years in CX/Support/Operations with at least 1+ years leading teams
- Strong communication abilities both in CN and EN.
- Experience with automation tools, AI chatbots, workflow systems, or SaaS
- Analytical and structured; simplifies complexity into clear decisions
- Familiarity with real-time consumer operations (F&B, lifestyle, marketplace) preferred
Leadership Traits — Aligned with our culture
- Direct communication – clear, respectful, no drama
- Proactive mindset – anticipate issues, don't wait for instructions
- Team player – win together across regions and departments
- Ownership – treat issues as if you own the business
- Problem-solving – logical thinking, structured diagnosis
- Growth mindset – test, learn, iterate fast
- Risk awareness – raise red flags early, prevent escalations
Has this role caught your interest? APPLY NOW
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What We Do
FunNow was founded in 2015 and is one of the brands under the FUNNOW Group. It is also the leading lifestyle booking platform for the mass premium market in Greater Southeast Asia, serving areas including Hong Kong, Malaysia, Thailand, Japan, and Taiwan. FunNow provides entertainment bookings such as restaurants, bars, massage spas, accommodations, luxury camping, escape rooms, handicraft workshops, and family activities catering to the needs of urban residents. FUNNOW Group is the leading lifestyle booking platform group in Greater Southeast Asia, operating in seven countries: Singapore, Hong Kong, Malaysia, Thailand, Philippines, Japan, and Taiwan. Its four brands are FunNow, Eatigo, Niceday, and TABLEAPP. By adhering to digital transformation (DX) and yield management with AI, we are revolutionizing the retail industry and remain committed to our vision of making people happy! FUNNOW Group is a multinational organization with offices in seven countries and 300 employees. We are always looking for talented individuals with a growth mindset who are self-motivated and eager to succeed in the Internet industry. If you are passionate about changing how people enjoy life and spreading more fun worldwide, we would love to have you on our team. Join us now, and let's make a difference together!
