Senior Customer Support

12Go is part of Travelier, a global travel technology group transforming the way people travel through technology. We connect travelers with local transportation providers across the world, making it easier to discover, book, and enjoy journeys by land and sea.

We bring together talented people from different countries and cultures who are passionate about travel, technology, and creating better experiences for travelers.

We are now looking for a Senior Customer Specialist to join our international Customer Support team. In this role, you’ll help travelers resolve their questions and issues, work closely with internal teams, and identify opportunities to improve the overall customer experience and our support processes.

Join us in crafting this exciting journey, where your contribution will be key to our success!

Responsibilities

• Resolve customer complaints via email or social media;
• Assist customers by providing the information they require;
• Communicating and coordinating with colleagues and other departments as necessary;
• Track bad reviews and support cases to identify problems & resolve them;
• Suggest and make changes to improve operational workflows.

Requirements:

• Fluent English, both written and verbal — mandatory;
• At least 2 years of experience in Customer Support or a similar customer-facing role;
• Willingness to work late evening shifts: 15:00–00:00 Bangkok time (GMT+7), 5 days a week, Saturday to Wednesday, with Thursday and Friday off;
• Knowledge of OTA ticketing platforms, customer support processes, and related technologies;
• Strong problem-solving and multitasking skills, with the ability to manage and prioritize multiple tasks effectively;
• Excellent organization and time-management skills, with a proactive approach to meeting deadlines and resolving issues;
• Confident communicator, comfortable raising questions, escalating issues, and collaborating with colleagues across different teams;
• Adaptable and responsive, with the ability to work effectively in a fast-changing environment;
• A long-term mindset, with an interest in developing and growing within the company;
• Experience working with Zendesk is a plus.