Customer Satisfaction & Incidents, Regional Customer Service Manager

Agoda; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading travel tech company in Kuala Lumpur seeks a leader for its Customer Satisfaction & Incidents team. In this role, you will manage the final tier of customer support, ensuring operational excellence and high-performance culture. Responsibilities include mentoring managers, managing complex escalations, and improving service delivery for strategic partners. The ideal candidate will have strong people management skills, crisis management experience, and a commercial mindset. This position offers a unique opportunity to lead in a dynamic environment focused on customer experience.

Qualifications

• Minimum 12 months working experience in manager role with people management experience.
• Experience in managing SLAs and working with corporate clients.
• Proven ability to handle crisis management and high-pressure situations.
• Strong leadership skills with a focus on team development.
• Ability to independently identify and solve problems.

Responsibilities

• Lead and develop a team of Team Managers.
• Ensure service delivery and SLAs are met and improved.
• Act as a voice in organization-wide initiatives.
• Prepare and present performance reviews to senior leadership.
• Identify opportunities for process innovation.

Skills

People management

Crisis management

Commercial acumen

Analytical mindset

Communication skills

Tools

Tableau

SQL

Job description

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, Rocket Travel by Agoda (CSI RTA)team, our final tier of customer support and a critical line of defence for the business.The CSI RTA teamserves as the highest tier of support for our most strategicRTA/White labelpartnerswithin the Agoda Customer Experience Group (CEG). This position requires a commercially minded leader who can masterfully balance elite customer service, operational rigor, and the strategic demands of high-value partnerships.

The ideal candidate is a leader of leaders, with a proven ability to manage both in-house teams, with experience in managing and setting expectations across BPO vendor relationship teams. You will be responsible for resolving the most complex partner-driven escalations and using the insights from those escalations to drive systemic improvements and strengthen partner trust. You will be the key operational driver between CSI, Operational and CX teams, BPO partners, and Commercial teams.

In this Role

You'll get to:

• Lead, mentor, and develop a team of specialized Team Managers, holding them accountable for team performance,teamdevelopment, and the execution of their specific ownership pillars (e.g.,Executiveescalations,workload management,high-riskcases).
• Drive theoperational health and service delivery for our RTA partners, ensuring all contractual SLAs for response times, quality, and resolution are consistently metandimproved on.
• Acts as the voice of their team(s)inCEGwide initiatives and experiments, connecting stakeholders, sharing frontline insights, and constructively negotiating priorities and trade-offs across functions.
• Champion a high-performance, high-accountability culturewithin the CSIRTAleadership team, using data from KPIs toidentifyand address gaps in team engagement and performance.
• Prepare and present strategic performance reviewson the team's health, challenges, and improvement initiatives, using data to tell a compelling story to senior leadership.
• Leverage data and leadership priorities to translate strategy into clear plans and targets, making informed trade-offs that balance customer experience, people impact, and business outcomes.
• Develop and present partner-facing performance reportswhenrequiredandattendbusiness reviews thatdemonstrateour value and commitment to service excellencefor our RTA/WL partners.
• Promotes the adoption of new tools and technologies, using data and intellectual curiosity to uncover customer andteaminsights and build clear, evidence-based storylines that drive meaningful change.
• Be thepoint ofescalation for operational challengesimpactingCSI 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' culturebyidentifyingopportunities 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. 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.

Competencies/Skills for internal applicants

• Minimum12months working experience asmanager or above, with solid experience in people management.
• Strong Commercialacumen &partnermanagementskillsarecritical as youwill be working to supportthedynamics of B2B relationships and can balance partner needs with Agoda's businessobjectives. Experience managing SLAs and communicating with corporate clients is essential.
• 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 toidentifyproblems, propose solutions, and see them through to completion.
• Advanced analytical and investigative mindsetas you areexpected to usedata toidentifythe root cause of complex problems and are comfortable navigating ambiguity where no clear process exists.
• You have the 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, fromindividual contributorsto executives.
• Experience with data visualization tools (e.g., Tableau,Metabase) and a working knowledge of SQL.

It's Great if you have

• Direct experience in B2B account management, partner operations, or vendor management.
• A background in managing specialized orL2/3 support teams.
• Formal training or certification in process improvement methodologies (e.g., Six Sigma, Lean).
• Leadership experience in aCrisis, Incident,Risk, Compliance, Trust & Safetyor Legal Operations role.

Location

We welcome applications from Kuala Lumpur only. No relocation/visa supportprovided for this secondment role.

Shift/Working Days

9pm-6am

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.

Wewill 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.