Customer Satisfaction & Incidents, Regional Customer Service Manager

Agoda(1 month ago)

HybridFull TimeManager$93,244 - $123,216 (estimated)Customer Experience

About this role

Senior leader role managing Agoda’s Customer Satisfaction & Incidents Rocket Travel by Agoda (CSI RTA) team, the final tier of support for strategic RTA/white‑label partners. The position balances elite customer service with operational rigor and commercial priorities, resolving complex partner escalations and driving systemic improvements. The role acts as the operational link between CSI, CX, operations, BPO partners, and commercial teams to protect customer experience and strengthen partner trust.

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Required Skills

Team Leadership
SLA Management
Partner Management
Vendor Management
Escalation Management
Crisis Management
Data Analysis
Performance Reporting
Stakeholder Management
Process Improvement

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About Agoda

careersatagoda.com

Agoda is a global online travel booking platform headquartered in Singapore that helps travelers find and book hotels, vacation rentals, flights, and activities. Founded in 2005 and now part of Booking Holdings, Agoda is known for its deep inventory—especially across Asia—competitive pricing, and localized websites and mobile apps. The company emphasizes technology-driven search, personalization, and revenue-management tools while partnering directly with hotels and property owners to manage distribution and promotions. Millions of travelers use Agoda for regional coverage, frequent deals, loyalty benefits, and 24/7 customer support.