Operations Specialist (Vietnam)

About 12Go: 12Go is a premier global multimodal travel e-ticketing platform specializing in ground, air, and maritime transportation sectors across Southeast Asia and international corridors. By integrating complex carrier inventories into a unified transit search engine, we empower millions of global passengers to discover, compare, and book train, bus, ferry, and flight routes seamlessly.

Role Summary

We are seeking a detail-oriented, bilingual, and highly proactive Supply Operations Specialist to join our regional operations squad. In this critical function, you will serve as the primary operational anchor for transport operators and supply vendors after commercial agreements are finalized. You will manage day-to-day pipeline updates, rectify inventory imbalances, and optimize real-time platform availability, partnering tightly with internal Customer Support, Product, and Finance divisions to maintain a premium supplier experience.

Key Responsibilities

• Supplier Operations Management: Act as the main day-to-day operational point of contact for regional transit carriers, offering continuous onboarding support and maintaining strong operational relationships.
• Contract & System Maintenance: Execute daily configurations to supplier contracts, routing schedules, and database rules—systematically enabling or disabling transit services based on seasonal capacity updates.
• Issue Diagnosis & Escalation: Own and run root-cause analysis on technical booking anomalies or logistical challenges, collaborating with engineering teams to resolve backend platform errors.
• SLA & Booking Monitoring: Track real-time booking transactional statuses and automated queues to guarantee complete Service Level Agreement (SLA) compliance and bulletproof transit delivery.
• Manual Corrections & Reconciliations: Perform manual system interventions to resolve booking discrepancies, correct overlapping inventory counts, and safeguard financial record accuracy alongside finance teams.
• Content & Workflow Audits: Support suppliers in publishing accurate, high-conversion content assets (descriptions, route images, pricing tiers) while authoring standard operating procedures (SOPs) for internal teams.
• Availability & Price Optimization: Audit carrier dashboards to ensure active inventory pools are competitive, up to date, and correctly scaled for peak holiday demands.
• Cross-Functional Support Routing: Answer and resolve internal operations tickets routed from Customer Support teams via Zendesk and Slack channels whenever carrier-side coordination is required.

Required Skills & Qualifications

• Absolute verbal and written language proficiency in both English and Vietnamese (Mandatory baseline requirement).
• Full willingness to support rotational shift patterns, including mandatory scheduled weekend coverage blocks (Mandatory parameter).
• Minimum of 6 months of direct professional experience inside a customer service operations, digital account management, client success, or logistical coordination track.
• Excellent interpersonal mechanics with the communication agility to influence external supply partners and internal developers under tight timelines.
• Strong structural attention to detail with a proven ability to process transactions smoothly inside fast-paced, high-pressure environments.
• Hands-on experience navigating enterprise CRM or modern support management frameworks such as Salesforce, Zendesk, or similar customer operations tooling layouts.
• Solid functional proficiency in Microsoft Excel (VLOOKUPs, data cleaning, filtering matrices) paired with sharp mathematical problem-solving instincts.

What We Offer

• Direct operational influence within a category-defining global travel-tech platform expanding throughout Asia.
• Highly collaborative, international team environment utilizing modern digital workplace tools.
• 100% remote flexibility based anywhere within the designated regional hubs of Vietnam (Hanoi or Ho Chi Minh City).
• Continuous learning runways covering advanced travel infrastructure logic, inventory systems management, and technical platform troubleshooting.