Team Manager, Customer Satisfaction & Incident

Careersatagoda; Chicago (IL); Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Hybrid work arrangement

Hybrid schedule 3 days/week

Job summary

Agoda in Chicago, IL, USA invites an experienced leader to join as Team Manager, Customer Satisfaction & Incident (CSI). You will lead a CSI team, drive root-cause analysis, own escalations and partner with Legal, PR, Product and Senior Leadership to deliver best resolutions.

Hybrid work arrangement, 24/7 rotation may apply, and you will shape service quality for customers while maintaining high standards of conduct and performance metrics.

Qualifications

• People management experience leading a team of 8+ in a contact centre or customer support environment.
• Excellent spoken and written English, ability to explain complex situations clearly to diverse audiences.
• Willingness to work 24/7 rotational shifts, including weekends and public holidays.
• Strong track record of reviewing, improving and running processes that lift efficiency and team performance.

Responsibilities

• Coach, mentor and manage a team of CSI specialists, setting clear expectations and providing regular feedback.
• Own goals and projects end-to-end, turning challenges into clear actions and reporting results.
• Be the key decision‑maker for complex escalations and coordinate with stakeholders for timely resolutions.
• Build relationships with Legal, Public Relations, Product, Supply and senior leadership to clear blockers and smooth operations.

Skills

People management

English proficiency

Communication

Problem solving

Tools

AI tools

SQL

Tableau

Microsoft Office

Job description

Agoda in Chicago, IL, USA invites an experienced leader to join as Team Manager, Customer Satisfaction & Incident (CSI). You will lead a CSI team, drive root-cause analysis, own escalations and partner with Legal, PR, Product and Senior Leadership to deliver best resolutions.

Hybrid work arrangement, 24/7 rotation may apply, and you will shape service quality for customers while maintaining high standards of conduct and performance metrics.