After Sales Support Specialist

About the Company

We are an AI SaaS company serving the hotel and hospitality industry. Our platform helps hotels use AI to elevate their service and operational efficiency.

Role Overview

This role owns the full local support journey after a client signs — from initial account setup and configuration, through day-to-day response, client training, and timely handling of all system issues. You are the client's first point of contact post-signing and the bridge between local clients and headquarters, serving primarily in Thai while communicating in English with HQ and clients. This role does not carry renewal, upsell, or sales targets.

Key Responsibilities

Account Initialization & Setup

• Handle initial account configuration for newly signed hotels, ensuring clients are fully set up and ready to go live.

Local Response Support

• Serve as the local first point of contact for signed clients, responding promptly in Thai to inquiries via chat, email, and phone.

Client Training

• Deliver training on the platform's features, guiding hotel clients to adopt and make full use of the product.

Timely System Issue Response

• Respond to and resolve all system-related issues promptly; for escalations, coordinate with HQ teams to drive resolution and keep clients updated.

Local–HQ Bridge

• Relay local client needs and feedback to HQ accurately and in a structured way; communicate HQ solutions back to clients clearly.

Process & Knowledge

• Help improve response templates, FAQ scripts, and internal processes to continuously raise the efficiency and quality of local support.

Requirements

Experience

• 3+ years in customer service, after-sales support, or hotel operations; hospitality/travel background preferred.

Language

• Thai (primary service language) with conversational English for HQ and client communication; Chinese a plus.

Skills

• Fast, organized, and resilient under pressure; experience with system configuration, account setup, or technical support preferred.
• Familiarity with OTA channels, PMS, and Extranet systems preferred.

AI Aptitude

• Curiosity about and quick uptake of AI tools; able to learn first, then teach clients.

Other

• Willing to cover extended hours, weekends, and holidays as needed.

Location & Reporting

• Based in Bangkok; reports to the relevant HQ team.