Associate Director - Customer Experience (Based in KUL, relocation support provided)

Get to Know our Team: 

Agoda’s Customer Support Team understands that travel can be an everchanging environment. That is why we provide in-person, real-time help around the clock and in 38 languages. No matter the issue, we present the best of Agoda’s values to each and every customer with multiple support channels and a strong desire to serve. Certainly, doing more than answering phone calls or replying to emails, our specialists actively look for ways to improve our customer’s experience. We quickly adapt to challenges by collaborating with other teams and experimenting on everything we can. This has allowed us to develop new and effective products that produce meaningful results and continue to drive Agoda’s business performance. Our Customer Support Team serves a daily role in contributing to a core strength and service of Agoda with a clear vision and a focus on efficient and satisfying customer support. 

The Opportunity:

The Associate Director of Customer Support will lead a region of the Customer Service Delivery team supporting ~25% of our 18 language teams across Accommodation, Flights & Activities as they provide support to customers across voice, email, messaging/chat and back-office activities. This role is based in Kuala Lumpur, Malaysia and supports teams across multiple sites.

This role requires a high level of personal and professional skills associated with running global operations teams. First and foremost, this is a people leader role and enabling local teams to be successful is core to the role. In addition to being a great people leader and communicator, the ideal candidate will bring a vision, a sense of curiosity, a passion for travel, keen analytical skills, a tech-centric mindset, and a willingness to lead by example. 

This position is open to both local and foreign candidates and we will provide a relocation package for the right candidate.

In this Role, you'll get to: 

• Empower Your Team: Lead and inspire your team by committing to coaching, providing constructive feedback, and recognizing achievements. Facilitate brilliant outcomes to help your direct reports, their teams, and the entire organization succeed.
• Drive Continuous Improvement: Proactively identify opportunities for process enhancements and optimizations. Be willing to experiment, iterate, and learn along the way to drive operational efficiency and effectiveness.
• Partner with win/win mindset: Successfully partner with supporting functions and senior internal stakeholder in the wider Customer Experience Group (CEG) for overall team success. Align vision for servicing and ensure teams are collaborating towards shared goals with a customer/partner first mindset.
• Collaborate Across Boundaries: Work closely with global colleagues and internal teams to ensure seamless integration and alignment between operational processes and business objectives, delivering better outcomes together.
• Align with Strategic Vision: Communicate and connect your team to the company's vision and strategy, making these relevant and digestible for local teams to ensure alignment and understanding.
• Lead with Purpose: Guide your team in achieving key outcomes related to customer experience, process improvement, and data-driven decision-making, ensuring high performance and customer satisfaction.&