Global Merchant Support Manager


Kuala Lumpur, MY
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 02/15/2021
  • Website:
  • Company Address:

About Klook

At Klook, we offer a simple way to discover activities, attractions and things to do wherever you travel.

Job Description

At Klook, we love creating moments of joy. Our platform connects people around the world with experiences that bring a smile to their face, at a touch of a button. We are a global team of diverse Klookers who aim high, stay curious and drive the change we want to see. Together, we work tirelessly to make the world a more joyful place. Up for the challenge? Join us today! ​

What you will do:

  • Manage our day-to-day Global Merchant Support (GMS) operations in Kuala Lumpur - actively promote our mission to offer scalable operational and commercial merchant management support processes
  • Identify the need for, and expand our talent pipeline in KL
  • Effectively coordinate resources and efforts across multiple departments at once - from the business development teams, to content, tech, finance, and more
  • Collaborate well and communicate clearly with our senior stakeholders to provide concise performance updates, and seek further opportunities for impact
  • Help define the team's roadmap, KPIs, and milestones
  • Continuously innovate to improve the team's delivery on service level agreements, efficiency, and quality
  • Develop a strong sense of team morale and culture

What you will need:

  • At least 4 years of experience in travel, e-commerce, or tech start-up environments
  • At least 2 years experience managing a team 
  • Fluent spoken and written English. Fluent Chinese is a plus 
  • Tech-savvy, with a good command of customer relationship/service systems (Salesforce, Zendesk, Zoho) 
  • Open, agile, and willing to adapt to fast changes 
  • Ability to execute under pressure, against tight schedules while toggling multiple things at once 
  • Analytical with a strong bias for data-based decisions, able to gather and synthesize data from multiple sources
  • 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.

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.