Head of Implementation & Customer Operations

About The PositionAbout SeatOSSeatOS is on a mission to transform and digitize the ground & sea transportation industry. Part of Travelier Group, SeatOS is a fast-growing B2B start-up building the digital infrastructure that enables operators to modernize their operations, connect to global distribution, and scale their businesses.Scaling fast across markets such as Thailand, Indonesia and the Philippines; our platform powers millions of trips annually and processes 10s of millions in GMV. Now, we’re entering our next phase of growth.The RoleThe Head of Implementation & Customer Operations will be both a manager and at times a hands-on operator. You’ll lead a team responsible for implementations, customer set-up, customer service, operations processes. You’ll design, enforce, and optimize processes, own SLAs and KPIs, and ensure that SeatOS continues to provide an exceptional experience as we grow.This isn’t a 9-to-5 “answer tickets” role. It’s about building trust, solving problems fast, and doing whatever it takes to make customers successful.ResponsibilitiesTeam Leadership: Manage and coach a team of 2–3 covering customer support, implementations, and data entry.Accurate Implementations: Own the workflow of customer implementations, ensuring customers are set-up and ready to go within set SLAs to get value from the SeatOS system. Operational Excellence: Own SLAs & KPIs (CSAT, first response time, activation lead time, etc.) and hold the team accountable.Hands-On Work: Personally handle complex customer queries, system set-ups, and implementations when needed. This will include data entry and system configurations. Technical: Develop and maintain a deep understanding of the system and its features, helping to resolve issues and work with our in-house engineering team to resolve technical issues.Customer Relationships: Build trusting relationships with customers across the region, ensuring they’re getting the best support possible. We go above and beyond. Process & Tools: Design, implement, and enforce playbooks for support, implementations, and activations. Select and optimize tools. Explore ways to make processes more efficient through the adoption of AI and automation. Cross-Team Collaboration: Work closely with Engineering, Sales, and Travelier inventory/finance teams to resolve mapping issues, invoicing challenges, and other escalations.Reporting: Prepare regular reports on ticket volumes, issue types, SLAs, and customer satisfaction for SeatOS leadership.Travel: This role will require occasional travel (mostly limited to within SEA) to meet with customers during busy training periods or as otherwise required by customers.Requirements4–7 years of experience in customer operations, support, or implementation roles in SaaS, travel, or tech.Prior people management experience (small teams, player-coach style).Strong problem-solving mindset; comfortable being hands-on with data, tools, and customer escalations. Some technical background is required for this role. Excellent written and verbal communication (English a must, Thai or other SEA languages a plus).Experience designing and enforcing processes and using tools like Zendesk, HubSpot, or similar.Ambition to grow with a scale-up and willingness to do whatever it takes to deliver for customers.