Senior Escalations Specialist – Customer Satisfaction & Incident

rocketmiles; Chicago (IL); On-site; USD 90,000 - 120,000; Full time

Job summary

Agoda, part of Booking Holdings, is seeking a Senior Support Specialist based in Chicago or Dallas to own complex escalations from intake to resolution. You will interact with customers, partners, and senior leaders, coordinating with Legal, Fraud, Finance, and other teams across multiple locations.

Sound judgment and a calm communication style are essential. You will manage high-risk cases, escalate appropriately, and help prevent recurrence by turning insights into guidance for the team.

Qualifications

• 4–5 years of experience in customer escalations or incident management.
• Excellent written and spoken English.
• Experience with partner-facing support.

Responsibilities

• Own high-risk escalations end to end, from intake to final resolution.
• Communicate outcomes with customers/partners via phone, video, or in person.
• Coordinate with cross-functional teams across locations to align issues and follow-ups.
• De-escalate and negotiate with highly emotional or sensitive customers to protect relationships.
• Investigate complex situations by gathering and reconciling information from multiple sources.

Skills

Escalation management

Customer support

Stakeholder communication

English proficiency

Job description

Agoda, part of Booking Holdings, is seeking a Senior Support Specialist based in Chicago or Dallas to own complex escalations from intake to resolution. You will interact with customers, partners, and senior leaders, coordinating with Legal, Fraud, Finance, and other teams across multiple locations.

Sound judgment and a calm communication style are essential. You will manage high-risk cases, escalate appropriately, and help prevent recurrence by turning insights into guidance for the team.