Senior Manager / Manager, Customer Experience (OM)

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!

What you’ll do:

• Lead & Empower: Directly manage and mentor a group of Team Leaders, fostering a high-performance culture. You will be responsible for driving the performance of our agents by working closely with TL, ensuring consistent achievement of operational KPIs.

• Strategize & Innovate: Partner with CEG Leadership team to define Klook’s customer service vision, develop innovative strategies, and implement metrics that continuously uplift our service standards across diverse markets.

• Problem Solving & Improvement: Proactively identify, analyse, and partner with Operations Excellence Team to resolve operational, process, and technological deficiencies.

• Optimize & Transform: Drive operational excellence by identifying and resolving process and system deficiencies to support Klook fast-growing product offerings, including Play, Stay, Move, Travel Services, and Events.

• Champion the Customer: Be the ultimate advocate for our customers, translating their feedback into tangible operational and technological improvements that enhance their journey with Klook.

• Drive Continuous Improvement: Lead and participate in dynamic operational projects, contribute to the overall customer satisfaction and team performance.

• Ad-Hoc Projects: Take on dynamic operational projects and priorities as assigned, contributing to the broader success of CEG.

What you’ll need:

• Bachelor's degree, and backed by 5+ years of experience in Customer Experience or Customer Service operations, with at least 2 -3 years in a people manager role.

• Proven success in driving agent performance through effective team leader management, performance reviews, coaching, and goal setting.

• Familiarity with operational KPIs (e.g., CSAT, FCR, AHT, SLA) and the ability to interpret data to drive decisions.

• Demonstrated ability to motivate, coach, and develop a high-performing team.

• A deep understanding of customer needs and behaviors, with a genuine passion for delivering exceptional experiences.

• Proven ability to collaborate effectively with cross-functional teams. 

• Excellent problem-solving abilities, capable of addressing complex customer issues and operational challenges strategically.

• Excellent communication skills, fluent in spoken and written English

• Eager to work in a fast-paced and dynamic environment 

• Have a start-up attitude – highly collaborative with an entrepreneurial, roll-up-your sleeves attitude 

• Globally-minded and comfortable working with people from different cultural backgrounds and in different time zones

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.