ABOUT US 🚀

Our vision is to be the world’s leading social travel platform.

We are on a mission to help travellers find their people and create unforgettable moments together. Connections matter as much as destinations, and we are building a global ecosystem to enable them.

Since the launch of our social network in the hostelling category in 2022, Hostelworld has experienced transformational growth. We have successfully welcomed over 2.6 million social members to our platform, proving the strong demand for connection in travel. This vibrant community is not just booking trips; they are actively engaging, co-creating, and becoming our most powerful brand advocates. The platform is rich with user-generated content, including a rapidly growing volume of customer testimonials and authentic travel stories that provide powerful social proof.

The growth in engagement is remarkable: the number of messages sent between travellers has grown significantly faster than the number of trips booked by social members, demonstrating the deep social utility of our platform. This momentum is reflected in our robust financial health, underscored by a strong balance sheet powered by an asset-light, cash-generative business model.

We are not just another Online Travel Agent (OTA); we have created a new category of travel altogether: Social Travel. Our singular focus on helping travellers find people to hang out with is the foundation of our strategy. It has allowed us to build a powerful and defensible market position, which attracts highly valuable customers and shifts more of our business onto our mobile-native apps.

While our app and social features create a sticky user experience, our true competitive moat stems from the incredibly rich, proprietary data set generated by our social network. As our community grows, so does the value of this data, creating a compounding network effect that is nearly impossible to replicate. This "social flywheel" allows us to understand traveller behaviour, predict needs, and personalise experiences in ways that generalist OTAs cannot match. It is the engine that will power our long-term, differentiated growth and solidify our position as the sole player in the Social Travel category we created.

Our Culture

At Hostelworld, our culture is a direct reflection of our customers: adventurous, curious, and social. We have a shared love of travel that fuels our work and connects us on a deeper level. It’s a fast-paced environment that blends the agility and "scrappy" resourcefulness of a start-up with the experience and ambition of a global, publicly listed company.

We are a team of pragmatic optimists who are data-obsessed and results-driven. We value a ‘test and learn’ mindset, encouraging experimentation and empowering our teams to take calculated risks. We believe in doing the right thing—for our customers, our partners, and each other. We foster a supportive and collaborative atmosphere where diverse perspectives are celebrated, and where every team member has the opportunity to make a significant impact on our journey. We embrace the journey, not just the destination, and we seek leaders who will thrive in a dynamic environment and inspire their teams to do the same.

LOCATION🌍

This role is based in Bangkok, Thailand. We have a working space in Bangkok for those who prefer a hybrid model where you can spend time with colleagues in-person. If necessary, the role can be remote within Bangkok, Thailand with coming together for team meetings as needed.

WHO YOU'LL WORK WITH 👨🏽‍🤝‍👨🏼

This position supports the business to identify a wide range of opportunities to increase our market share & revenue across our identified key cities. The role will be based in Bangkok, Thailand where we have an experienced team that will help to bring our mission alive in every corner of the world. The primary function of this role is to build on our reputation for the delivery of the ‘Best in class’ online hostel support. Alongside Service Excellence you and the team are responsible for ensuring that our property’s content is of exceptional quality and that their rating is in keeping with our standards.

Process driven to identify problem queries and implement new initiatives to reduce these queries. This role requires a collaborative approach and will work closely with all supporting teams across the property & marketing division and will report to the Market Support Team Lead. The right candidate will always be looking for ways to gain efficiencies and ‘doing better’.

Key metrics:

• Service levels & response time to our property partners and customers

• Successful delivery of Market Team OKR’s (100% or greater of target)

• Query to Booking Reduction based on future enhancements; front end or back end

• Content & Translations Management – e.g. review monitoring, quality control of micro sites across English and other Asian languages

• Proactive use of communication tools, with constant test and learn (bots, chat, helpdesk etc)

WHAT YOU'LL DO 👩‍💻

• Field calls and emails from properties in the market and respond efficiently and as per targets set

• Work with Customer Service Team and Market Specialist, where needed, to resolve customer related queries

• Clear communication and reporting to Team Lead on action items and outstanding issues

• Assist with market and competitor analysis as required.

• Ongoing observation/ monitoring of ratings and reviews ensuring they are in-keeping with our policies and processes

• Support the market team in the delivery of hostel images, content and languages that exceeds base quality score metric

• Ability to work on own initiative, identifying where improvements could be made within current processes

• Ability to work to a roster where weekends and shift work are required

WHAT WE’RE LOOKING FOR 👀

• Minimum of 1 years’ experience in an online ecommerce support environment

• Expertise and a proven track record in support and customer service

• Highly motivated self-starter with excellent organisational skills

• Vietnamese and English language skills are a core skill requirement. Additional Asian languages are beneficial.

• Driven team player with excellent communication, interpersonal and customer service skills

• Passionate about the delivery of excellent B2B service and support

WHAT WE OFFER 💯

• Competitive salary & benefits 

• Enhanced annual leave plus 3 Wellbeing Days per year 

• Paid family leave (maternity, paternity, surrogacy & adoption) 

• Agile working (plus a Working from Abroad Policy!) 

• Support for your ongoing growth & development 

• Inclusive people policies (sickness, menopause, compassionate and fertility leave) 

• A chance to give back to your local community with 5 paid volunteering days

OUR BEHAVIOURS 🏆

• Grow others - We fundamentally believe that investing in growing others benefits everyone, whether it's helping them develop hard or soft skills. We want learning and growing to be part of our DNA to help makes us a better team, together.

• Master it - We are obsessed with our area of expertise and enjoy developing our skills. We rarely take things at face value; we investigate, interrogate, and always look for ‘the why,’ and wherever possible, we use data to find the best solution.

• Collaborate - We are in it together, for the tough stuff and the celebrations too. To achieve the best results, we need expertise from all areas of the organisation, and we wholeheartedly welcome diverse thinking.

• Adapt - We work fluidly, adapting to new information and the evolving environment while staying committed to our goals. Innovation and experimentation fuel our projects and we’re never afraid to pivot.

• Deliver - Our focus is always on the end result; we value outcomes over activity. We collaborate to deliver work at speed without dropping any of our other behaviours.
  

We believe in talented and diverse teams that reflect the diversity of our customers and the communities in which we operate. Everyone brings different perspectives and experiences. We lay out the above requirements to guide applicants to the experiences that we believe will allow you to be successful in the role. If you don’t meet them all, please consider applying if you think you can still perform the role as described.