Senior Incident & Customer Escalations Lead (Hybrid—Chicago/Dallas)

Rocket Travel by Agoda; Dallas (TX); Híbrido; USD 90.000 - 130.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid work model

Descripción de la vacante

Rocket Travel by Agoda is seeking a Senior Support Specialist for Customer Satisfaction & Incident (CSI) based in Chicago or Dallas. You will own high-risk escalations from intake to resolution, engaging customers, partners and multiple internal teams to protect relationships and business outcomes.

The role demands sound judgment, ownership and calm, decisive communication in high-stakes situations, with collaboration across Legal, Fraud, Finance, PR, Product and Technology as needed.

Formación

• 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 anyone.
• Confidence speaking directly with business partners and senior stakeholders with excellent phone and email manners.

Responsabilidades

• Own high-risk cases end to end from intake to final resolution across frontline teams, senior leadership, partners and third parties.
• Speak with customers/partners by phone, video or in person when needed to resolve escalations and protect relationships.
• Collaborate with Partner Success, Commercial and other teams across locations to align on issues, risks and follow-ups.
• De-escalate and negotiate with highly emotional customers to reach resolutions that protect relationships and business.
• Investigate complex situations by gathering data from multiple sources and maintain thorough records.

Conocimientos

Customer escalations

Incident management

Partner-facing support

English communication

Negotiation

De-escalation

Data analysis

Herramientas

SQL

Descripción del empleo

Rocket Travel by Agoda is seeking a Senior Support Specialist for Customer Satisfaction & Incident (CSI) based in Chicago or Dallas. You will own high-risk escalations from intake to resolution, engaging customers, partners and multiple internal teams to protect relationships and business outcomes.

The role demands sound judgment, ownership and calm, decisive communication in high-stakes situations, with collaboration across Legal, Fraud, Finance, PR, Product and Technology as needed.