Team Manager, CSI: Customer Escalations (Chicago/Dallas)

Agoda Company Pte. Ltd.; Chicago, Dallas (IL, TX); On-site; USD 84,000 - 114,000; Full time

Job summary

Agoda seeks a Team Manager for Customer Satisfaction & Incident (CSI) to lead a CSI specialists team in Chicago or Dallas. You will drive performance, coach staff, and manage escalations while coordinating with Legal, PR, Product, and Supply teams to protect customer trust and ensure timely resolutions.

You will own day-to-day performance, set expectations, and build a culture of learning and accountability in a fast-paced environment, balancing customer outcomes with business risk.

Qualifications

• 12+ months of team leadership experience in a contact center or customer support environment.
• Excellent spoken and written English; ability to communicate complex situations clearly.
• Experience collaborating with Legal, PR, Product or Supply teams; ability to influence without formal authority.

Responsibilities

• Coach and manage CSI specialists to deliver high-quality resolutions.Own team goals and projects from start to finish; drive continuous improvement.
• Act as key decision-maker during complex escalations; provide clear direction to stakeholders.

Skills

People management

English proficiency

Stakeholder communication

Data-driven decision making

Tools

AI tools

SQL

Tableau

Microsoft Word

Excel

PowerPoint

Job description

Agoda seeks a Team Manager for Customer Satisfaction & Incident (CSI) to lead a CSI specialists team in Chicago or Dallas. You will drive performance, coach staff, and manage escalations while coordinating with Legal, PR, Product, and Supply teams to protect customer trust and ensure timely resolutions.

You will own day-to-day performance, set expectations, and build a culture of learning and accountability in a fast-paced environment, balancing customer outcomes with business risk.