Trip Success & Operations Executive

Full-time · Singapore, hybrid · Reports to our Chief Operating Officer

About ESC

ESC (Every Season Counts) is a snowboard and ski progression camp company based in Singapore. We run level-based camps on the indoor slope at Bonski Guangzhou every weekend, all year, and in Hakuba (Japan) and LAAX (Switzerland) in winter. We also run Steezy Snow, our snow festival.

Our riders come from Singapore, Hong Kong, Taiwan, Malaysia and Thailand. Most are learning as adults. We help them ride better, meet their people and come back for the next level.

The role

Most riders message us before they book, and how we reply decides whether they do. Once they book, they need the trip to run exactly as promised.

You join our Trip Operations & Rider Support team, working with the camp managers and hospitality team at each base. You own the rider's journey online: from the first question, to the booking, through every change before the trip, to feedback after camp. You also back up camp operations, so nothing a rider booked goes missing on the ground.

What you'll own

• Riders get fast, accurate answers in their own language, and more of them book
• Booking issues get solved in one or two messages, not five
• Every change a rider makes reaches the camp team and our vendors in time
• The team knows each week what riders are asking, stuck on or unhappy about

What you'll do

Rider support and bookings

• Answer program, pricing and booking questions on Instagram, email and Telegram, and guide each rider to the right program and date
• Sort the inbox by urgency: riders on a trip first, then live bookings, then new questions
• Fix booking issues end to end (date and room changes, payments, credits and cancellations) within our booking policy
• Keep help articles and saved replies up to date, so every answer is consistent
• Report website bugs with clear steps to reproduce, and tell the rider when it's fixed

Camp operations support

• Pass every booking change to the camp team, and help rebook rooms and services with vendors
• Help prepare each departure: rooming lists, rider details, arrival info and service confirmations
• Chase riders' pre-trip tasks (travel profiles, add-ons) so camp managers start every camp with complete information
• Log anything that went wrong on a trip, so it doesn't happen twice

Rider feedback and rebooking

• Collect feedback after each camp and share a weekly summary of top questions, complaints and requests
• Help riders who've just finished a camp find their next one

How we'll measure it

• Median first reply under 1 hour, 9am to 9pm on weekdays
• 90% of booking issues solved within 48 hours
• No missed service at camp because a booking change wasn't passed on
• A weekly rider feedback summary, every week, backed by real rider messages
• More enquiries turning into bookings each quarter

What you need

• 2+ years in customer service, guest relations, travel bookings or tour operations
• Warm, plain writing, fast, in English and Chinese
• Calm under pressure: you fix the problem, not just apologise
• Organised enough to track many bookings and changes at once without dropping one
• Comfortable with booking systems and spreadsheets

Nice to have

• Both Mandarin and Cantonese
• You snowboard or ski, or know travel well enough to recommend the right program
• Experience working with hotels, transport or activity vendors

Why you'll like it

• You're the first voice riders hear, and your replies directly drive bookings
• You see the whole rider journey, not one slice of it
• A real path into camp operations as ESC grows

What every role gets

• A seat on a small team that moves fast and ships real things
• Time on snow at our camps, where the role allows it
• Direct access to the founders, not layers of management
• Room to grow the role as the company grows

How to apply

Apply below with your CV and a short note on why this role. Then answer this: a rider booked on a Hakuba camp messages at 10pm. Her flight now lands a day late, and she wants to know if she can still join and what happens to her first night. Write the reply you'd send her tonight. We read every application.

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🌈 Everyone is welcome here. We actively support mid-career switchers, people looking for a second chance in life, and persons with disabilities (PWDs). It is our mission to consider everyone from all walks of life — if this role excites you, we want to hear from you.