Regional Customer Service Manager - Customer Satisfaction & Incidents (CSI)

About Agoda

At Agoda, we bridge the world through travel. Our story began in 2005, when two lifelong friends and entrepreneurs, driven by their passion for travel, launched Agoda to make it easier for everyone to explore the world.  

 

Today, we are part of Booking Holdings [NASDAQ: BKNG], with a diverse team of over 7,000 people from 90 countries, working together in offices around the globe. Every day, we connect people to destinations and experiences, with our great deals across our millions of hotels and holiday properties, flights, and experiences worldwide.

 

No two days are the same at Agoda. Data and technology are at the heart of our culture, fueling our curiosity and innovation. If you’re ready to begin your best journey and help build travel for the world, join us.

The Opportunity: 

This is a unique leadership opportunity to manage Agoda's Customer Satisfaction & Incidents (CSI) team, our final tier of customer support and a critical line of defence for the business. This role requires a seasoned leader with exceptional judgment, resilience, and a strategic mindset to guide a team of specialized Team Managers who handle our most complex and sensitive customer escalations. 

The ideal candidate is a leader of leaders, someone who thrives in a fast-paced, high-stakes environment. You will bring a vision for operational excellence, a passion for developing managers, keen analytical skills, and a deep-seated sense of ownership. The ability to translate complex data into actionable strategy, drive systemic improvements, and manage senior stakeholders is essential.  

 

In this Role, you'll get to:  

• Lead, mentor, and develop a team of specialized Team Managers, holding them accountable for team performance, team development, and the execution of their specific ownership pillars (e.g., Executive escalations, workload management, high-risk cases). 

• Own the end-to-end operational performance of the CSI function, including queue health, backlog management, EMRT, and quality assurance, ensuring the team consistently meets its SLAs and provides accurate, professional resolutions. 

• Drive a culture of continuous improvement, moving the team from reactive problem-solving to proactive prevention. You will oversee root cause analysis on critical cases and champion initiatives to automate manual work and streamline complex workflows. 

• Serve as the primary operational point of contact for senior stakeholders from Legal, PR, Finance, and other departments during high-risk escalations, ensuring clear communication and effective cross-functional collaboration. 

• Champion a high-performance, high-accountability culture within the CSI leadership team, using data from KPIs to identify and address gaps in team engagement and performance. 

• Prepare and present strategic performance reviews on the team's health, challenges, and improvement initiatives, using data to tell a compelling story to senior leadership. 

• Be the point of escalation for operational challenges impacting CSI stability and/or operational effectiveness, making decisive calls to resolve bottlenecks, manage crises, and protect both the customer experience and Agoda's brand. 

• Embrace and drive Agoda's 'experiment and measure' culture by identifying opportunities for process innovation and rigorously testing their impact. 

• Be unafraid to ask for help, be willing to fail-fast and willing to take a risk when the need arises. 

 

Competencies/Skills for internal applicants: 

• Minimum 12 months working experience as manager or above, with solid experience in people management. 

• You have experience in crisis management or high-pressure escalation environments and can make calm, rational decisions when stakes are high. 

• Exceptional leadership and people development skills; you know how to coach, motivate, and hold other managers accountable for their teams' performance and development. 

• Independent ability to identify problems, propose solutions, and see them through to completion. 

• Advanced analytical and investigative mindset as you are expected to use data to identify the root cause of complex problems and are comfortable navigating ambiguity where no clear process exists. 

• Confidence and communication skills to interact with directors and VPs, manage their expectations, and drive alignment on critical issues. You can articulate complex situations clearly and concisely to a variety of audiences, from individual contributors to executives. 

• Experience with data visualization tools (e.g., Tableau, Metabase) and a working knowledge of SQL. 

• Fosters a culture grounded in Agoda values and purpose, role-modelling direct, respectful difficult conversations that set clear expectations, uphold integrity, and support continuous growth for individuals and teams. 

 

It's Great if you have: 

• A background in managing specialized or L2/3 support teams. 

• Formal training or certification in process improvement methodologies (e.g., Six Sigma, Lean). 

• Leadership experience in a Crisis, Incident, Risk, Compliance, Trust & Safety or Legal Operations role. 

 

Location:  We welcome applications from Kuala Lumpur & Bangkok location only. Selected employees will be based in their current location. No relocation/visa support provided.

Shift/Working Days: Regular Shift   

 

Discover more about working at Agoda

• Agoda Careers https://careersatagoda.com
• Facebook https://www.facebook.com/agodacareers/
• LinkedIn https://www.linkedin.com/company/agoda
• YouTube https://www.youtube.com/agodalife

 

Equal Opportunity Employer 

At Agoda, we pride ourselves on being a company represented by people of all different backgrounds and orientations. We prioritize attracting diverse talent and cultivating an inclusive environment that encourages collaboration and innovation. Employment at Agoda is based solely on a person’s merit and qualifications. We are committed to providing equal employment opportunity regardless of sex, age, race, color, national origin, religion, marital status, pregnancy, sexual orientation, gender identity, disability, citizenship, veteran or military status, and other legally protected characteristics.

We will keep your application on file so that we can consider you for future vacancies and you can always ask to have your details removed from the file. For more details please read our privacy policy.

Disclaimer

We do not accept any terms or conditions, nor do we recognize any agency’s representation of a candidate, from unsolicited third-party or agency submissions. If we receive unsolicited or speculative CVs, we reserve the right to contact and hire the candidate directly without any obligation to pay a recruitment fee.