Buddy Manager – Quản Lý Hướng Dẫn Viên

About Tubudd

Tubudd is a human-centered travel services platform that connects travelers with trusted local buddies for more personalized and seamless experiences. We value cultural understanding, service quality, flexibility, and genuine human connection. At Tubudd, we believe travel becomes more meaningful when it is supported by local insight and thoughtful human support.

Our Service and Buddy Network

Tubudd provides personalized travel support through its network of local buddies, together with services such as visa assistance and other trip support. A buddy is a trusted local companion who supports travelers based on their specific needs and travel purpose.

Depending on the situation, a buddy may support customers in leisure, business, or medical travel. Beyond guiding a trip, buddies help customers navigate local culture, communication, and on-the-ground situations more smoothly and confidently, creating a more personal and human-centered travel experience.

As the buddy network is central to Tubudd’s service model, we place strong focus on recruiting, onboarding, training, and managing buddies effectively. Maintaining a high-quality and reliable buddy network is essential to our service quality, which makes the Buddy Manager a key role within the company.

If you want to be our companion on the trip to revolutionise tourism, join us! 

Role Overview

The Buddy Manager – Service Product is responsible for building, managing, and strengthening Tubudd’s buddy network. This role combines people operations, service coordination, training, and community development.

You will work closely with buddies before, during, and after service delivery to ensure quality, professionalism, and consistency. You will also collect insights from buddies and customers to help improve Tubudd’s service system and product experience.

This is not solely an HR role. It is a people-centered role that requires strong communication, sound judgment, high emotional intelligence, and enough firmness to manage performance and standards effectively.

KEY RESPONSIBILITIES & CRITICAL DRIVERS:

1. Buddy Recruitment and Network Development
   • Source, assess, and recruit suitable buddies in Vietnam and other markets.
   • Build and maintain a strong, reliable, and diverse buddy network.
   • Understand each buddy’s profile, strengths, language ability, and service suitability.
   • Keep buddy records and profiles updated across Tubudd’s platforms.
2. Buddy Onboarding, Training, and Performance Management
   • Onboard new buddies and align them with Tubudd’s standards and service expectations.
   • Deliver practical training on communication, professionalism, customer handling, and service quality.
   • Monitor performance and provide feedback, coaching, and follow-up.
   • Address performance issues when needed and maintain service standards.
3. Service Coordination and Buddy Operations
   • Assign suitable buddies to tours and other service requests.
   • Follow up during service delivery and respond promptly to operational issues or customer concerns.
   • Coordinate with internal teams to ensure smooth execution and a positive customer experience.
   • Support issue handling and make sound decisions in day-to-day service situations.
4. Insight Collection and Service Improvement
   • Collect insights from buddies and customers to identify service gaps and improvement opportunities.
   • Turn operational feedback into practical suggestions for service flow, training, and product improvement.
   • Support the continuous improvement of Tubudd’s buddy service model.
5. Reporting and Internal Coordination
   • Prepare regular reports on buddy recruitment, activity, service quality, operational issues, and key recommendations.
   • Work closely with the CEO and cross-functional teams, including Marketing, Sales, Tech, and Admin.
   • Perform other relevant tasks assigned by the company.

Yêu cầu ứng viên

CANDIDATE PROFILE

Required

• Experience in one or more relevant areas: operations, service coordination, training, recruitment, community management, customer experience, or people-focused roles.
• Strong interpersonal and communication skills.
• High emotional intelligence and the ability to work effectively with different personalities.
• Strong sense of ownership, responsibility, and follow-through.
• Good judgment in people evaluation and service situations.
• Well-organized, detail-oriented, and able to handle multiple tasks effectively.
• Comfortable working in a dynamic environment with both operational and people-related challenges.
• Good spoken and written English.
• Proficient in Google Workspace or Microsoft Office.

Preferred

• Experience in tourism, hospitality, education, HR, training, community building, or service operations.
• Experience working with freelancers, guides, service partners, or distributed teams.
• Interest in travel, local culture, customer experience, and human-centered services.
• Experience contributing ideas to service design or product improvement is a plus.

What We Are Looking For

• This role is suitable for someone who:
• genuinely likes working with people,
• can build trust and relationships,
• knows how to listen and read people well,
• can maintain standards without creating friction,
• and wants to help shape a service system through real operational insight.

Quyền lợi được hưởng

Benefits

• Social insurance, 16 days of paid annual leave
• Monthly performance-based bonus
• Optional life insurance support for official employees from 6 months of service, with company co-contribution
• 13th-month bonus, subject to company performance and policy