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

Agoda(2 months ago)

HybridFull TimeManager$81,958 - $108,947 (estimated)Customer Support

About this role

This role leads Agoda’s Customer Satisfaction & Incidents (CSI) function, the final tier of customer support responsible for complex and sensitive escalations. The leader will provide strategic direction, translate data into actionable insights, and represent the CSI function with senior stakeholders across the business. The position requires resilience, strong judgment, and a focus on operational excellence and continuous improvement.

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Required Skills

People Management
Team Leadership
Escalation Management
Queue Management
Backlog Management
Quality Assurance
Root Cause
Cross-Functional
Stakeholder Management
Crisis Management

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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.

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