Senior Escalations & Customer Satisfaction Lead

rocketmiles; Dallas (TX); On-site; USD 90,000 - 130,000; Full time

Job summary

Agoda, part of Booking Holdings, seeks a Senior Support Specialist to own complex escalations and protect the brand. Based in the US, you will coordinate with multiple teams to resolve issues impacting customers, partners and revenue.

You will handle frontline and executive escalations, work with Legal, Fraud, Finance and PR, and provide clear updates for senior leaders and regulators as needed.

Qualifications

• 4–5 years of experience in customer escalations, complaints resolution, incident management or partner-facing support.
• Excellent written and spoken English, with the ability to explain complex situations clearly to all audiences.
• Experience handling high-risk escalations with calm, decisive communication.

Responsibilities

• Own high-risk cases end to end, including escalations from frontline teams and senior leadership.
• Speak with customers/partners by phone, video, or in person to resolve escalations and protect relationships.
• Coordinate with Legal, Fraud, Finance, PR, Product, Technology and Supply teams across locations.

Skills

Escalation management

Customer service

English proficiency

Stakeholder communication

Tools

CRM software

Job description

Agoda, part of Booking Holdings, seeks a Senior Support Specialist to own complex escalations and protect the brand. Based in the US, you will coordinate with multiple teams to resolve issues impacting customers, partners and revenue.

You will handle frontline and executive escalations, work with Legal, Fraud, Finance and PR, and provide clear updates for senior leaders and regulators as needed.