Regional CS Leader: Strategy, Escalations & Partner Ops

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

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.