• You will get to know and actively support our daily operations • Contribute to Finance & Accounting — from invoicing and customer billing to preparing the monthly financial reporting • Take on HR & People Operations: onboarding & offboarding, contract administration, payroll, and organizing team events • Bring your creative ideas and actively help shape and improve existing processes to increase efficiency

Role Description We are seeking a proactive and detail-oriented Booking Platform Content & Operations Specialist to join our offshore team. This role is essential for supporting the quality of hotel room and rate content on the booking platform, with a focus on: - Room mapping - Content accuracy - Hotel-facing operational support The ideal candidate is proficient in reading and writing English, has prior experience in the travel industry, and is eager to develop technical skills while supporting a dynamic team. Key Responsibilities - Room Mapping & Content Quality: - Support room mapping workflows to help ensure hotel inventory is correctly structured and visible in the booking platform. - Review hotel room and rate content for accuracy, completeness, and clarity. - Identify issues such as: - Missing rates - Incorrect room assignments - Blank or incomplete rate descriptions - Promotions not reflected on the portal - Discrepancies between the portal and hotel-provided information - Help validate updates after mapping or content changes are made. - Coordinate with hotel partners and internal teams to resolve room, rate, and content-related issues. - Hotel & Internal Communication: - Compose concise and informative messages to hotel partners when room or rate content needs review or correction. - Occasionally initiate phone calls to hotels when rate availability or reservation setup issues require follow-up. - Communicate issues in clear, non-technical language while ensuring important details are captured accurately. - Work closely with internal teams to share findings, confirm next steps, and support issue resolution. - Technical Support & Investigation: - Follow detailed instructions to search logs and use queries to locate reservation logs. This will be taught as part of onboarding. - Analyze logs and internal tools to identify discrepancies affecting bookings, room mapping, or displayed rate details. - Investigate issues related to: - Missing or misloaded rates - Incomplete or outdated descriptions - Incorrect room mappings - Rate mismatches - Promotions not reflected on the portal - Document findings clearly and share relevant details with internal stakeholders for follow-up. - Continuous Improvement: - Collaborate with the booking platform team to suggest improvements to content workflows, support processes, and mapping operations. - Help identify recurring issue patterns and escalate them appropriately. - Demonstrate a willingness to learn and grow into more technically oriented responsibilities over time. Qualifications - Strong written and verbal communication skills in English. - Excellent attention to detail, especially when reviewing content, rates, and room information across systems. - Intermediate technical aptitude, with a willingness to learn internal tools, logs, and support workflows. - Problem-solving skills and the capacity to manage multiple tasks in a fast-paced environment. - Experience working in the travel industry, hotel operations, content operations, or a semi-technical support role is a plus. - Familiarity with hotel operations, GDS platforms, or rate loading processes is a strong advantage. Compensation & Growth - Independent full-time remote contractor position with an initial hourly rate of $8, based on experience. - This role offers the potential to expand your technical expertise within the booking platform team and take on additional responsibilities over time, including deeper involvement in room mapping operations, content quality workflows, and partner support. - It also has room to evolve alongside business needs, and we are looking for someone who is adaptable, flexible, and excited to grow with the role as it changes over time.

• Own and scale the end-to-end program, including intake, prioritization, tracking, and resolution • Define program governance, SLAs, and success metrics (resolution rate, turnaround time, impact) • Identify gaps and implement automation and process improvements to increase efficiency and coverage • Analyse Customer Funnel for Customer Impact Assessment • Understanding of KPIs in customer experience like Conversion Rate, Cart Abandonment, Customer Funnel, Upper, Middle and Lower Funnels to assess customer impact • Understand and contextualize issues in e-commerce framework. • Establish and oversee standardized frameworks for: Issue intake and quality control, Classification (Tech vs Non-Tech), Severity and impact assessment, Contextualization of defects with planned enhancement cycles or separate sprints • Ensure high-quality, actionable issue reporting across stakeholder teams and markets • Drive alignment and execution across Tech, Product, and Market teams • Partner with engineering and product teams to prioritize and resolve issues efficiently • Act as the central escalation point to unblock critical experience issues • Lead end-to-end tracking and governance of issues, ensuring timely follow-ups and closures • Manage high-volume workflows while maintaining process rigor and accountability • Build scalable mechanisms to reduce manual coordination overhead • Own documentation, dashboarding and reporting on experience issues, trends, and performance metrics • Leverage behavioral analytics (e.g., rage clicks, failed loads, drop-offs) to proactively identify gaps • Translate data into prioritization frameworks and drive the resolution.

Role Description At HelloConnect, you will be part of a dynamic team that embraces innovation and leverages advanced technology to create exceptional experiences. Our culture is built on collaboration, continuous learning, and a commitment to excellence. You’ll have the opportunity to work on impactful projects, develop your skills, and grow within a supportive environment that values diverse perspectives and experiences. As an Operations Support Specialist, you support the Sales and Marketing Partnerships teams by executing high-volume, recurring, and ad hoc time-sensitive operational tasks with speed, accuracy, and consistency. This role focuses on hands-on execution across systems, trackers, and internal tools, ensuring operational workflows are completed correctly and on time. We’re looking for passionate individuals who can bring their unique skills and ideas to the table. Even if you don't meet every requirement but believe you’d excel in this role, we’d love to hear from you! What you’ll do - Execute high-volume, recurring marketing operations tasks including customer order creation, data entry, and usage of internal systems. - Perform thorough quality assurance checks to ensure all work is accurate, complete, compliant with SOPs, and delivered as expected. - Process payments using internal resources for recurring and ad hoc tasks, identifying discrepancies, and escalating issues when needed. - Handle sensitive customer and company data responsibly, following confidentiality, access, and data protection standards. - Maintain accurate, timely documentation and system updates to support operational consistency and reporting. - Communicate task status, risks, and blockers clearly and promptly to the Team Lead/relevant POCs. - Complete workload independently to meet deadlines while maintaining accuracy in a fast-paced, high-volume environment. Qualifications - 1–3 years of experience in marketing operations, administrative operations, or a similar execution-focused role. - Proven ability to work quickly and independently while managing high-volume, recurring tasks with strong attention to detail. - Strong organizational and time-management skills with the ability to meet deadlines in a fast-paced environment. - Critical thinker who is able to adapt, learn quickly, and comprehend various situations without a guide or SOP. - Excellent written and verbal English communication skills for status updates, escalations, and documentation. - Google Suite proficiency (at least beginner to intermediate), especially Google docs and sheets. - Professionalism, discretion, and accountability when handling sensitive customer and company data. - Comfortable working across multiple systems, tools, and trackers while following SOPs and SLAs. - Experience with HubSpot and Customer account management platforms are a plus. Benefits - Competitive Compensation: Beyond the standard package, we offer perks like Long Service Benefits (anniversary bonus) to recognize and celebrate your dedication. - Wellness & Perks: We prioritize your well-being by offering mental health support, HMO medical coverage, generous leave benefits plus life insurance for both you and your family's peace of mind. - Growth Opportunities: Invest in your personal development with an annual learning & development budget, plus access to the 360 Learning platform. - Dynamic Environment: Join a rapidly growing global Business Process Outsourcing company, where you'll collaborate with a diverse community spanning across multiple continents and cultures. - Work-Life Balance: Enjoy a healthy balance between your professional and personal life, with a supportive environment that prioritizes your well-being and personal time.