Regional Customer Service Manager

Agoda; Kuala Lumpur; On-site; MYR 80,000 - 100,000; Full time

Job summary

A leading online travel agency is seeking a Regional Customer Service Manager to lead their Customer Satisfaction & Incidents team. The ideal candidate will have proven leadership experience and will be responsible for managing complex partner-driven escalations while driving operational improvements. Strong commercial acumen and the ability to communicate effectively across various levels of the organization are essential. This role also involves mentoring team managers and ensuring all service delivery standards are met. Relocation support is offered.

Benefits

Relocation/visa support

Diverse work environment

Qualifications

• Must have at least 12 months of managerial experience.
• Experience in high-pressure escalation environments is required.
• Strong partner management skills necessary.

Responsibilities

• Lead and develop a team of specialized managers.
• Drive operational health and service delivery.
• Prepare and present strategic performance reviews.

Skills

Leadership

Crisis Management

Commercial Acumen

Analytical Mindset

Communication Skills

Education

Experience in people management

Tools

Tableau

SQL

Job description

Customer Satisfaction & Incidents, Regional Customer Service Manager

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 acommercially mindedleader 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 acrossBPO vendor relationshipteams. You willbe responsible forresolving the most complex partner-driven escalationsandusing the insights from those escalations to drive systemic improvements and strengthen partner trust. You will be the key operationaldriverbetween CSI,OperationalandCXteams,BPO partners, andCommercial teams.

In this Role, you'll get to:

• Lead, mentor, and develop a team of specialized Team Managers, holding შეგიძლ 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, andнд 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 toidentifyandaddress 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 thatdem医疗' to our 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 ispectrum and Agoda's brand.
• Embrace and drive Agoda's 'experiment and measure' culturebyidentifyingopportunities for process innovation and rigorously testing their impact.
• Fosters a culture grounded in Agoda values and Purpose, role-modelling direct,久久久久 respectful difficult conversations that set clear expectations, uphold integrity, and support continuous growth for individuals and teams.
• 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. Ortiz‑terms.
• 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: R elocation/visa supportprovided for this role.

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.