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

Agoda Company Pte. Ltd.; Kuala Lumpur; On-site; MYR 300,000 - 550,000; Full time

Job summary

Agoda Company Pte. Ltd. is seeking a Regional Customer Service Manager to lead the Customer Experience Group's Incident Management, Dispute Resolution, and Privacy Advisory teams.

The role requires steering senior stakeholders, managing high-stakes disputes, and shaping a unified response framework across incidents and disputes. You will mentor Team Managers, drive war-room operations, and oversee regulatory investigations while embedding continuous improvement and data-driven decision making

Qualifications

• Significant experience in incident management, crisis response, legal operations, or privacy advisory in a tech setting.
• Ability to stay calm and make decisive judgments in ambiguous situations.
• Exceptional leadership and people development skills.
• Advanced analytical and investigative mindset with data-driven problem solving.
• Strong communication skills with executives and senior stakeholders.
• Familiarity with data visualization tools and SQL.

Responsibilities

• Mentor and manage specialized TMs for IM and DRPA, ensuring accountability and development.
• Lead Agoda’s response to complex incidents with war room facilitation and mitigation strategies.
• Oversee high-risk regulatory investigations, data privacy matters, and multi-jurisdictional disputes.
• Serve as primary liaison between internal stakeholders and external authorities with strategic updates.
• Drive continuous improvement, root-cause analysis, and workflow automation.
• Maintain high-performance culture using KPI data to address gaps.

Tools

Tableau

Metabase

SQL

Job description

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 ahigh-impact leadershipopportunity, for a Regional Customer Service ManagertoleadAgoda'sCustomer Experience Group (CEG)Incident Management (IM) & Dispute Resolution & Privacy Advisory (DRPA)teams.

This rolewill lead a team of Team Managers (TMs) who handle complex technical/non-technical incidents and sophisticated legal, privacy, and regulatory disputes.This role willbe responsible forcreating a unified, world-class response framework that applies consistent principles of risk management, stakeholder communication, and operational excellence across both incident and dispute resolution.

We are looking for a leader with exceptional judgment who can command a crisiswhen needed, navigate complex legal and privacy disputes, and provide clear-headed strategy in chaotic situations. You will be the key liaison to senior stakeholders, responsible for turning high-stakes challenges into well-managed outcomes.

In this role, you'll get to:

• Mentor and manage specializedTMsfor both IM and DRPA, holding them accountable for team performance, development, and the execution of their specific ownership pillars(e.g.,court matters,incidents, legalescalations, workload management, high-risk cases).
• Serve as the seniorleaderfor Agoda’s response to complex incidents (natural disasters, system outages, political events, etc.), ensuring effective war roomfacilitation and decisive mitigation strategies.
• Oversee the handling of high-risk regulatory investigationsto specific escalations, data privacy matters (e.g.:DataSubjectRightRequest), and multi-jurisdictional legal disputes to minimize financial and brand exposure.
• Serve as the primarypoint of contactand bridge betweeninternal stakeholders(e.g.:Legal, PR, Finance,Product)and externalauthoritiesproviding strategic updates to SLT during severe incidents and ensuring aligned, effective collaboration during high-risk escalations.
• Drive a culture of continuous improvement, moving the team from reactive problem-solving to proactive prevention. You will oversee root cause analysis on critical cases and champion initiatives to automate manual work and streamline complex workflows.
• Champion a high-performance, high-accountability culturewithin the team, using data from KPIs toidentifyand address gaps in team engagement and performance.
• Own and evolve team performance dashboards,leveragingdata visualization tools to surface actionable insights for senior leadership
• Prepare and present strategic performance reviewson the team's health, challenges, and improvement initiatives, using data to tell a compelling story to senior leadership.
• Be thepoint ofescalation for operational challengesimpactingtheteam’sstability and/or operational effectiveness, making decisive calls to resolve bottlenecks, manage crises, and protect both the customer& partnerexperience 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.

What you’ll Need to Succeed:

• Significant experiencein incident management, crisis response, legal operations, or privacy advisory within a fast-paced technology environment.
• Ability to remain calm and make rational, decisive judgments in ambiguous situations with limited informationwith amindset that challenges conventional approaches andidentifiesdeep-seated systemic issues before they escalates.
• Exceptional leadership and people development skills; you know how to coach, motivate, and hold other managers accountable for their teams' performance and development.
• 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.
• 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.
• Fosters a culture grounded in Agoda values andpurpose, role-modelling direct, respectful difficult conversations that set clear expectations, uphold integrity, and support continuous growth for individuals and teams.

It's great if you have:

• 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 & SafetyResponseTeamsor Legal Operations role.

Location:

We welcome applications from Kuala Lumpur & Bangkok locations only.

Shift/Working Days:

Regular Shiftand available for on-call escalation outside business hours during active incidents or crises

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.

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.

This is ahigh-impact leadershipopportunity, for a Regional Customer Service ManagertoleadAgoda'sCustomer Experience Group (CEG)Incident Management (IM) & Dispute Resolution & Privacy Advisory (DRPA)teams.

This rolewill lead a team of Team Managers (TMs) who handle complex technical/non-technical incidents and sophisticated legal, privacy, and regulatory disputes.This role willbe responsible forcreating a unified, world-class response framework that applies consistent principles of risk management, stakeholder communication, and operational excellence across both incident and dispute resolution.

We are looking for a leader with exceptional judgment who can command a crisiswhen needed, navigate complex legal and privacy disputes, and provide clear-headed strategy in chaotic situations. You will be the key liaison to senior stakeholders, responsible for turning high-stakes challenges into well-managed outcomes.

• Mentor and manage specializedTMsfor both IM and DRPA, holding them accountable for team performance, development, and the execution of their specific ownership pillars(e.g.,court matters,incidents, legalescalations, workload management, high-risk cases).
• Serve as the seniorleaderfor Agoda’s response to complex incidents (natural disasters, system outages, political events, etc.), ensuring effective war roomfacilitation and decisive mitigation strategies.
• Oversee the handling of high-risk regulatory investigationsto specific escalations, data privacy matters (e.g.:DataSubjectRightRequest), and multi-jurisdictional legal disputes to minimize financial and brand exposure.
• Serve as the primarypoint of contactand bridge betweeninternal stakeholders(e.g.:Legal, PR, Finance,Product)and externalauthoritiesproviding strategic updates to SLT during severe incidents and ensuring aligned, effective collaboration during high-risk escalations.
• Drive a culture of continuous improvement, moving the team from reactive problem-solving to proactive prevention. You will oversee root cause analysis on critical cases and champion initiatives to automate manual work and streamline complex workflows.
• Champion a high-performance, high-accountability culturewithin the team, using data from KPIs toidentifyand address gaps in team engagement and performance.
• Own and evolve team performance dashboards,leveragingdata visualization tools to surface actionable insights for senior leadership
• Prepare and present strategic performance reviewson the team's health, challenges, and improvement initiatives, using data to tell a compelling story to senior leadership.
• Be thepoint ofescalation for operational challengesimpactingtheteam’sstability and/or operational effectiveness, making decisive calls to resolve bottlenecks, manage crises, and protect both the customer& partnerexperience 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.

• Significant experiencein incident management, crisis response, legal operations, or privacy advisory within a fast-paced technology environment.
• Ability to remain calm and make rational, decisive judgments in ambiguous situations with limited informationwith amindset that challenges conventional approaches andidentifiesdeep-seated systemic issues before they escalates.
• Exceptional leadership and people development skills; you know how to coach, motivate, and hold other managers accountable for their teams' performance and development.
• 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.
• 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.
• Fosters a culture grounded in Agoda values andpurpose, role-modelling direct, respectful difficult conversations that set clear expectations, uphold integrity, and support continuous growth for individuals and teams.

• 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 & SafetyResponseTeamsor Legal Operations role.

Location:

We welcome applications from Kuala Lumpur & Bangkok locations only.

Shift/Working Days:

Regular Shiftand available for on-call escalation outside business hours during active incidents or crises

Please review our Hiring Process Guidelines before your interview — click here to learn how interviewing at Agoda works.

Discover more about working at Agoda

• Agoda Careershttps://careersatagoda.com
• Facebookhttps://www.facebook.com/agodacareers/
• LinkedInhttps://www.linkedin.com/company/agoda
• YouTubehttps://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.