About The Role

WHO ARE WE?

At Pelago, we’re reimagining how travelers explore the world, delivering curated rewarding experiences backed by the quality and trust of the Singapore Airlines Group. As a key part of the SIA ecosystem, we offer exclusive value, deals, and seamless KrisFlyer integration for travelers across Singapore Airlines, Scoot, and beyond. We are a fast-growing, high-ownership team looking for builders to scale our next phase of growth.

WHAT WILL YOU BE DOING?

We are looking for a positive and energetic Community Operations Agent to be based in our Malaysia, KL office to deliver great customer experience to our customers and provider community globally. You will be the point of contact for enquiries and be pivotal in building trusting and endearing relationships with our customers.

As a Community Operations Agent, you will

Provide outstanding service by troubleshooting and resolving customers and providers’ enquiries via email, messenger, and other online channels.
Ensure a high level of customer satisfaction by responding in a prompt, helpful and friendly manner.
Coordinate and liaise between customers and experience providers on booking matters.
Efficiently process and fulfill bookings while swiftly identifying and resolving any potential issues or delays to ensure seamless end-to-end service delivery.
Provide voice of customer feedback to internal teams such as Engineering teams, Marketing teams, etc and work with them to resolve issues and improve the overall customer experience.
Undertake other ad hoc operational tasks and projects as assigned to support the Community Operations team and business needs.

WHAT EXPERTISE ARE MUST HAVES FOR THIS ROLE?

At least 1-2 years of experience, preferably in a fast paced customer service/ service industry/ contact centre/ operations/ e-commerce environment
Excellent English, both written and spoken, proficiency level B2 or C1 (preferable)
Excellent comprehension and communication skills
Exemplary customer service skills, you pride yourself in being able to constantly raise the bar of driving great customer experience
Great empathy for our users. You put the user in front of what you do, anticipate their needs
Team player with high level of responsibility and able to work independently
Able to work rotational shifts, especially weekends and Public Holidays to support daily operations. 5 day work week.
Able to commit for 3 months from October 2026 - December 2026

WHAT EXPERTISE ARE GOOD TO HAVE?

Candidates must possess at least a Diploma or Bachelor’s Degree in Business Administration or related field.
Creative problem solver, who enjoys solving problems proactively and delivering exemplary service.
Good time management skills and work organisational abilities, you multitask and can prioritise effectively.
Comfortable working with systems and tools, prior experience using Intercom or other customer service software preferable but not mandatory.

Ready to apply? Submit your resume below, and our talent team will be in touch!