We are looking for a detail-oriented and proactive Supply Operations Specialist to join our team. In this role, you will serve as the primary point of contact for operators and suppliers after deals are signed, ensuring seamless day-to-day operations, updates, and coordination. You will collaborate closely with the Supply Business Development team, as well as cross-functional teams including Customer Support, Product, and Finance, to deliver a smooth and reliable supplier experience.
Your work will be essential to maintaining strong supplier relationships, ensuring operational excellence, and quickly resolving any issues that arise – all while optimizing content, pricing, and availability across our platform.
Responsibilities- Supplier Relationship Management – Act as the main operational contact for suppliers, providing ongoing support and maintaining open communication channels.
- Operational Execution & Maintenance – Manage day-to-day updates to supplier contracts, routes, and systems, including enabling/disabling services as needed.
- Issue Resolution & Escalation – Own the resolution of technical or operational challenges; collaborate with internal teams to troubleshoot and resolve backend or system issues.
- SLA & Booking Monitoring – Track booking statuses and system-generated processes to ensure full SLA compliance and timely service delivery.
- Manual Adjustments & Reconciliations – Handle manual updates to bookings, correct inventory discrepancies, and ensure financial accuracy in coordination with our finance team.
- Content & Workflow Management – Support suppliers in maintaining accurate and appealing content (descriptions, images, rates), and ensure internal SOPs and workflows remain updated and aligned with process changes.
- Availability & Pricing Optimization – Collaborate with suppliers to keep availability and pricing up to date and competitive.
Support Integration – Respond to inquiries from internal teams (e.g., Customer Support via Zendesk or Slack), particularly when coordination with suppliers is required.
Requirements
- Strong proficiency in English and Vietnamese – Mandatory
- Willingness to work in shifts and during weekends – Mandatory
- Minimum 6 months of relevant experience in operations, account management, or a similar role
- Excellent communication and interpersonal skills, with the ability to collaborate and influence both internal and external stakeholders
- Strong attention to detail and ability to work under pressure in a fast-paced environment
- Experience working with CRM or support platforms such as Salesforce, Zendesk, or similar tools
- Proficiency in Excel; analytical mindset and strong problem-solving skills
Skills Required
- Strong proficiency in English and Vietnamese
- Willingness to work in shifts and during weekends
- Minimum 6 months of relevant experience in operations, account management, or a similar role
- Excellent communication and interpersonal skills
- Strong attention to detail and ability to work under pressure
- Experience working with CRM or support platforms such as Salesforce, Zendesk, or similar tools
- Proficiency in Excel
What We Do
12Go is the leading multimodal online travel agency based in Bangkok, Thailand. Founded in 2012, we offer train, flight, bus, and ferry tickets, as well as transfers, insurance, and other travel products globally. At 12Go, our vision is to enable any customer to instantly book any route in the world. We develop technology to create memorable travel experiences for everyone, worldwide. Operating in more than 140+ countries, we have assisted over 4 million travelers, making their journeys easier and more enjoyable. 12Go employs over 200+ professionals globally. We have a performance-driven culture that emphasizes continuous feedback and professional growth. Visit our career website to see the open roles https://12go.com/en/jobs
