Regional Customer Service Manager - Customer Satisfaction & Incidents (CSI)

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 to 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.

• Significant experience in incident management, crisis response, legal operations, or privacy advisory within a fast-paced technology environment. 

• Ability to remain calm and make rational, decisive judgments in ambiguous situations with limited information with a mindset that challenges conventional approaches and identifies deep-seated systemic issues before they escalate. 

• Exceptional leadership and people development skills; you know how to coach, motivate, and hold other managers accountable for their teams' performance and development. 

• Advanced analytical and investigative mindset as you are expected to use data to identify the root cause of complex problems and are comfortable navigating ambiguity where no clear process exists. 

• Confidence and communication skills to interact with directors and VPs, manage their expectations, and drive alignment on critical issues. You can articulate complex situations clearly and concisely to a variety of audiences, from individual contributors to executives. 

• Experience with data visualization tools (e.g. Tableau, Metabase) and a working knowledge of SQL. 

• Fosters a culture grounded in Agoda values and purpose, role-modelling direct, respectful difficult conversations that set clear expectations, uphold integrity, and support continuous growth for individuals and teams. 

At Agoda, we pride ourselves on being a company represented by people of all different backgrounds and orientations. We prioritize attracting diverse talent and cultivating an inclusive environment that encourages collaboration and innovation. Employment at Agoda is based solely on a person’s merit and qualifications. We are committed to providing equal employment opportunity regardless of sex, age, race, color, national origin, religion, marital status, pregnancy, sexual orientation, gender identity, disability, citizenship, veteran or military status, and other legally protected characteristics.

We will keep your application on file so that we can consider you for future vacancies and you can always ask to have your details removed from the file. For more details please read our privacy policy.

We do not accept any terms or conditions, nor do we recognize any agency’s representation of a candidate, from unsolicited third-party or agency submissions. If we receive unsolicited or speculative CVs, we reserve the right to contact and hire the candidate directly without any obligation to pay a recruitment fee.