Senior Support Specialist, Customer Satisfaction

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

Senior Support Specialist, Customer Satisfaction & Incident (CSI)

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 with 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 the team

Our Customer Satisfaction & Incident (CSI) team protects the Agoda brand while delivering exceptional customer satisfaction. We are the final line of support, handling the most complex and challenging escalations across Agoda's core business. Our specialists work with a wide range of stakeholders, from customers and partners to senior leaders and external authorities, to resolve high-impact issues and make every engagement an opportunity to improve.

The Opportunity

As a Senior Support Specialist based in Chicago or Dallas, you will own our most complex, sensitive and high-risk escalations from first contact to final resolution. This includes frontline and executive escalations, regulatory matters, partner and supplier complaints, and technical or pricing issues. You would also be a direct point of contact for our partners when a situation calls for it, and you will work closely with our Partner Success, Commercial and other teams based in multiple locations across the world.

This role calls for sound judgment, strong ownership and calm, decisive communication in high-stakes situations. You will often work in grey areas where standard processes need careful, case-by-case handling, and you will make well-reasoned decisions that balance customer satisfaction with financial, legal and reputational risk.

What you'll do

• Own high-risk cases end to end, from intake to final resolution, including escalations from frontline teams, senior leadership, partners and third parties such as government bodies or attorneys. Cases can run for days or weeks and need persistence and clear accountability.
• Speak with customers/partners by phone, video or in person when needed, to resolve escalations, explain outcomes and protect the relationship.
• Work closely with Partner Success, Commercial and other teams in multiple locations, joining regular calls to align partner issues, risks and follow-ups.
• De-escalate and negotiate with highly emotional, frustrated or sensitive customers who have already been through standard support, reaching resolutions that protect the customer relationship, our partners and the business.
• Investigate complex situations by gathering and reconciling information from many, often conflicting, sources, and keep thorough, accurate and timely records of every action and decision.
• Make sound, defensible decisions within your authority, and esc ...
• Turn complex cases into short, factual updates for senior leaders and, where needed, regulators, focused on impact, resolution and preventing recurrence.
• Partner with teams such as Legal, Fraud, Finance, Public Relations, Product, Technology and Supply, clearly explaining what you need and why it matters, and influencing action without direct authority.
• Identify major errors, fraud indicators or suspicious customer or property behavior, and act to reduce risk to customers, partners and the company.
• Respond quickly to critical incidents and urgent escalations, coordinating stakeholders and keeping communication clear under pressure.
• Prioritize a complex caseload by business risk, financial impact and deadlines rather than arrival order, and adjust quickly as new information comes in.
• Analyze case trends and run root-cause analysis to find systemic gaps, take part in post-incident reviews, and propose preventive improvements.
• Turn new or unusual case resolutions into clear, reusable guidance for the wider team, and flag procedures that need updating.
• Give respectful, constructive feedback to frontline teams to improve case handling and prevent repeat errors, and ensure smooth handover of cases.

What you’ll need to succeed:

• At least 4-5 years of relevant 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 and confidently to anyone, from upset customers to partners and senior executives.
• Confidence speaking directly with business partners and senior stak