Senior Operations Associate, Japan Merchant Success

About Klook

We are Asia’s leading platform for experiences and travel services, and we believe that we can help bring the world closer together through experiences.
 

Founded in 2014 by 3 avid travelers, Ethan Lin, Eric Gnock Fah and Bernie Xiong, Klook inspires and enables more moments of joy for travelers with over half a million curated quality experiences ranging from the biggest attractions to paragliding adventures, iconic museums to rich cultural tours, and other convenient local travel services across 2,700 destinations around the world.
 

Do you share our belief in the wonders of travel? Our international community of over 1,800 employees, based in 30+ locations, certainly do! Global citizens ourselves, Klookers are not only curating memorable experiences for others but also co-creating our world of joy within Klook.
 

We work hard and play hard, upkeeping our high-performing culture as we are guided daily by our 6 core values:
 

• Customer First

• Push Boundaries

• Critical Thinking

• Build for Scale

• Less is More

• Win as One

We never settle, and together, we believe in achieving greater heights and realizing endless possibilities ahead of us in the dynamic new era of travel. Care to be a part of this revolution? Join us!

Role Summary
 

This role is responsible for leading a team that supports the full spectrum of supply operations and merchant services to ensure efficient workflows and high-quality administrative support. The ideal candidate will handle merchant inquiries, product onboarding, backend configurations, and operational content management, while also driving initiatives to improve merchant satisfaction and enable business growth.

What You’ll Do:

A) Lead an operations team to deliver high-quality, end-to-end administrative and supply-side support:

• Lead a team to drive business growth by delivering reliable, high-quality operational support at scale
• Allocate tasks and projects effectively to maintain a well-balanced workload across the team
• Foster team members’ growth and development through guidance, feedback, and support
• 領導團隊以提供高效及全方位的行政和供應端支
• 領導團隊通過提供可靠、高質量的運營支持來推動業務增長
• 有效分配任務和項目，以保持團隊的工作負載平衡
• 通過指導、反饋和支持來促進團隊成員的成長和發展

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B) Merchant Support: 

• Respond to common merchant inquiries on behalf of supply teams
• Conduct onboarding and regular training sessions for new merchants
• Maintain and update merchant portal guidelines and related resources
• Identify and fulfill other needs to improve overall merchant satisfaction
• 代表供應團隊回應常見的商戶查詢
• 協助新商戶上架和定期培訓會議
• 維護和更新商戶產品的資訊與指引
• 識別並滿足其他需求，以提高整體商戶滿意度

C) Supply Operations:

• Assist in onboarding new products and configuring backend systems to ensure smooth operations and a seamless user experience
• Support the creation, formatting, and management of operational content across platforms (no creative writing required)
• Operate various internal and external tools to perform day-to-day tasks—fast learners are highly valued
• Participate in project-based assignments to support business growth and operational improvement
• 協助新產品的產架和後端系統的配置，以確保順利運營和提升用戶體驗
• 支持跨平台的運營內容創建、格式化和管理（不需要創意寫作)
• 操作各種內部和外部工具以執行日常任務
• 參與各種項目，以支持業務增長和營運效率

What You’ll Need:

• At least 3 years of experience in the OTA industry, e-commerce, or a related field. Experience in leading and managing young and multi-lingual colleagues is a plus
• Strong attention to detail with excellent organizational and operational skills
• Proactive, self-motivated, and comfortable working in a fast-paced environment.
• Globally minded and adept at working across diverse cultural backgrounds and time zones
• Fluent in Japanese and English; Mandarin proficiency is a plus
• 至少有 3 年在 OTA 行業、電子商務或相關領域的工作經驗
• 有領導能力及多語言的經驗者優先
• 對細節有強烈的關注，具備出色的組織和運營能力
• 主動、自我激勵，能夠在快節奏的環境中工作
• 具全球視野，能夠在多元文化背景和時區中靈活工作
• 流利的日語和英語；國語流利者優先

Klook is proud to be an equal opportunity employer. We hire talented and passionate people of all backgrounds. We believe that a joyful workplace is an inclusive workplace, one where employees from all walks of life have an equal opportunity to thrive. We’re dedicated to creating a welcoming and supportive culture where everyone belongs.

Klook does not accept unsolicited resumes from any temporary staffing agency, placement service or professional recruiter (“Agency”). Klook will not be responsible for, and will not pay, any fees, commissions or other payments related to such unsolicited resumes.

An Agency must obtain advance written approval from Klook’s Talent Acquisition Team to submit resumes, and then only in conjunction with a valid fully-executed agreement for service and in response to a specific job opening for which the Agency has been requested to submit resumes for. Klook will not be responsible for, and will not pay, any fees, commissions or other payments to any Agency that does not have such agreement in place or does not comply with the foregoing.