Location: Bangkok
Role Overview
This role serves as the primary technical interface between Japanese customers and internal teams, supporting the deployment and ongoing performance of digital solutions focused on airline crew planning. You will combine implementation, support, and customer engagement, ensuring smooth adoption and continuous improvement of the system.
Key Responsibilities
1. Implementation & Deployment
Lead end-to-end deployment of digital solutions (data scoping, configuration, workflow setup)
Manage customer stakeholders during implementation phase
Support User Acceptance Testing (UAT) and resolve technical issues
Deliver user training and ensure smooth transition to live operations
2. Customer Support & Issue Resolution
Provide post-go-live technical support and troubleshoot complex issues
Manage support tickets, backlog, and regular follow-ups with customers
Collaborate with internal teams (L1/L2/L3) to resolve escalations
Conduct system health checks and propose improvement plans
3. Customer Engagement & Feedback
Act as a bridge between customers and product/technical teams
Collect and consolidate customer feedback, pain points, and enhancement needs
Support prioritization of product improvements at regional level
4. Continuous Improvement
Identify process gaps and drive efficiency improvements
Contribute to documentation, knowledge base, and training materials
Support cross-functional initiatives (e.g., demos, internal enablement)
Requirements
Minimum 4 years’ experience in airline crew planning or related operational domain
- Fluent in Japanese and English (mandatory)
Proven experience in customer-facing technical support or solution delivery
- Knowledge of aviation operations (crew planning, flight ops, maintenance
Strong problem-solving and analytical skills
Ability to handle multiple tasks and prioritize effectively
- Basic awareness of aviation regulations
- Experience with data, analytics, or digital platforms
Technical & Domain Skills
Hands-on experience in troubleshooting applications/systems
Understanding of system workflows, configurations, and data handling
Familiarity with ticketing or project management tools
Exposure to SaaS environments is preferred