Regional Customer Service Manager – Vietnamese Team (Based in Bangkok)

Careersatagoda; Kuala Lumpur; On-site; MYR 110,000 - 140,000; Full time

Job summary

Agoda is seeking a dynamic leader to run the Vietnamese customer service operation. You will oversee Team Managers, drive daily performance, and turn strategy into concrete roadmaps, ensuring high-quality customer experience across language teams.

You will lead through change, coach managers, and build bench strength while focusing on CSAT, operational excellence, and continuous improvement in a multicultural environment.

Qualifications

• 5–7 years professional experience, including experience leading managers and medium-sized teams (>75 FTE).
• Proven track record of performance management, coaching, and lifting team results through others.
• Strong analytical and process-improvement skills; comfortable with KPI scorecards and action planning.
• Excellent written and spoken English; native Vietnamese strongly preferred.

Responsibilities

• Cascade department priorities into a practical team roadmap; keep daily operations stable while leading change.
• Own CSAT and CX outcomes for your language; identify recurring pain points and carry the voice of your customers.
• Coach and performance-manage Team Managers; conduct rigorous 1:1s and develop through coaching, succession planning and IDPs.
• Hire and retain strong talent; build a bench so the operation is resilient.
• Connect with teams: monthly agent connects, skip-levels, and immersion sessions; shape a culture of ownership and Agoda values.
• Use customer, agent, and ops data to find patterns and surface meaningful improvement opportunities to leadership.
• Lead through change (tech, process, or org) and ensure alignment with strategic objectives.
• Nice-to-have: experience in contact center/BPO/travel industry and certifications.

Skills

Leadership

People management

Data analysis

English proficiency

Vietnamese language

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.

Get to Know our Team:

Agoda’s Customer Support Team understands that travel can be an everchanging environment. That is why we provide in-person, real-time help around the clock and in 38 languages. No matter the issue, we present the best of Agoda’s values to each customer with multiple support channels and a strong desire to serve. Certainly, doing more than answering phone calls or replying to emails, our specialists actively look for ways to improve our customer’s experience. We quickly adapt to challenges by collaborating with other teams and experimenting on everything we can. This has allowed us to develop new and effective products that produce meaningful results and continue to drive Agoda’s business performance. Our Customer Support Team serves a daily role in contributing to a core strength and service of Agoda with a clear vision and a focus on efficient and satisfying customer support.

Are you a dynamic leader with a knack for driving success in a multicultural environment?

You lead the Vietnamese customer service operation end to end: the Team Managers who run day-to-day delivery, the performance of the floor, and the quality of the customer experience. You turn CEG strategy into a clear roadmap for your teams, hold the line on operational standards, and build leaders who can coach, decide, and improve without waiting to be told.

Success is measured across four outcomes: operational excellence, engaged people leadership, continuous improvement, and customer/partner focus.

What you will do

Strategy and execution

• Cascade department priorities into a practical team roadmap; keep daily operations stable while leading change.

• Own SLA, shrinkage, and Closure performance for your language; spot risk early and drive recovery with clear owners and timelines.

• Surface trade-offs and recommend strategic decisions based on your own analysis of your scope

People leadership

• Coach and performance-manage Team Managers: rigorous 1:1s, inspire & develop through coaching, succession and IDPs, and have honest conversations when needed.

• Hire and retain strong talent; build a bench so the operation is resilient.

• Connect with your teams: monthly agent connects, skip-levels, and at least one immersion session per quarter.

• Shape a culture of ownership, feedback, and Agoda values; run recognition that reinforces the right behaviors.

Data-led improvement

• Use customer, agent, and ops data to find patterns, size opportunities, and turn hypotheses into stakeholder-ready recommendations.

• Surface meaningful improvement opportunities to leadership and follow through to impact.

Customer and partner focus

• Own CSAT and CX outcomes for your language.

• Identify recurring pain points, carry the voice of your customers across the organization, partner with stakeholders to find & implement solutions.

Experience and requirements

Must-have

• 5–7 years professional experience, including experience leading managers and medium-sized teams (>75 FTE).

• Proven track record of performance management, coaching, and lifting team results through others.

• Strong analytical and process-improvement skills; comfortable with KPI scorecards and action planning.

• Excellent written and spoken English; native Vietnamese strongly preferred.

• Experience leading through change (tech, process, or org).

Nice-to-have

• Contact center / BPO / e-commerce / travel industry experience.

• Project or quality certifications (e.g. PMP, Six Sigma, COPC).

• Experience in a multi-site or regional operations environment.

• Agoda Careershttps://careersatagoda.com

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• 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.

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