CRM & Customer Success

Role OverviewThe main mission of this role is to build and improve [client]’s HR and People Operations system so that the company can scale with clearer structure, better communication, stronger manager support, and healthier team culture.You will work closely with the management team to design HRM processes, people policies, working flows, employee lifecycle systems, performance-related processes, and culture initiatives that are practical, easy to use, and suitable for [client]’s stage of growth.We are not looking for someone who only operates an existing corporate HR system. We are looking for a builder — someone who can see what is unclear, organize it, turn it into a process, and make it work with real people.Key Responsibilities1. Build HR / People Operations System• Design and improve HRM processes that support the full employee lifecycle, including recruitment support, onboarding, probation, performance review, engagement, employee development, and offboarding• Create practical people operation workflows that help managers and team members work together more clearly• Identify gaps in current HR processes and propose simple, scalable solutions• Build documentation, templates, checklists, and playbooks that teams can actually use• Work with management to prioritize which HR systems should be built first based on business needs2. Policy & Working Flow Design• Draft, revise, and implement HR policies that fit [client]’s culture and stage of growth• Turn informal practices into clear, fair, and easy-to-understand policies• Design workflows for common people-related situations such as onboarding, probation evaluation, leave, performance feedback, role changes, conflict handling, and resignation• Make sure policies are practical, legally sensible, and communicated clearly to the team• Continuously improve policies based on real usage and feedback3. Performance, Role Clarity & Manager Support• Support the design of performance review processes, expectation setting, KPI/goal alignment, and feedback rhythms• Help clarify roles, responsibilities, reporting lines, and collaboration flows across teams• Work with team leads/managers to improve people management practices• Support managers in handling people issues with structure, fairness, and consistency• Help create tools that make performance conversations more objective and useful4. Culture & Employee Experience• Help strengthen [client]’s culture as the company grows• Translate company values and working principles into real behaviors, rituals, and processes• Improve employee experience across onboarding, communication, feedback, development, and engagement• Listen to team needs and identify recurring people/culture issues• Create initiatives that help the team feel supported, aligned, and motivated5. People Data, Documentation & Continuous Improvement• Maintain clear HR documentation, people records, policy documents, and process trackers• Use simple people data and feedback to identify patterns and recommend improvements• Help build a more organized people operations knowledge base• Track progress of HR initiatives and communicate updates to management• Continuously improve systems so they remain useful as the company growsQualifications• 4+ years of experience in HR, People Operations, HRBP, HR Generalist, or related roles• Has hands-on experience designing or improving HR processes, people operation workflows, or HR policies• Understands HR operations across the employee lifecycle, including hiring support, onboarding, probation, performance, employee relations, and offboarding• Able to work in an environment where systems are still being built and not everything is clearly defined yet• Strong logical thinking and process-design ability• Good communication skills and able to work with management, managers, and team members• Practical mindset — able to create systems that people can actually use, not just beautiful documents• High ownership, proactive, organized, and willing to roll up sleeves• Good understanding of Thai workplace context and basic labor-related considerations• Comfortable using tools such as Google Workspace, Sheets, Docs, Notion, or similar toolsNice to Have• Experience working in startup, SME, agency, consulting, tech, digital marketing, or fast-growing company environment• Experience creating employee handbook, HR policy library, onboarding system, performance review process, competency framework, or career path framework• Experience working directly with founders or senior management• Experience supporting managers in people management, feedback, and team communication• Interest in organization design, culture building, people analytics, L&D, or manager development• Familiarity with HRIS, ATS, Notion, Airtable, or workflow automation tools