Regional CS & Escalations Leader (RTA)

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

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.