Customer Satisfaction & Incidents, Regional Customer Service Manager

Confirmed live in the last 24 hours

Agoda

Kuala Lumpur

On-site

Posted March 30, 2026

Job Description

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 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.

The Opportunity:

This is a unique leadership opportunity to manage Agoda's Customer Satisfaction & Incidents, Rocket Travel by Agoda (CSI RTA) team, our final tier of customer support and a critical line of defence for the business. The CSI RTA team serves as the highest tier of support for our most strategic RTA/White label partners within the Agoda Customer Experience Group (CEG). This position requires a commercially minded leader who can masterfully balance elite customer service, operational rigor, and the strategic demands of high-value partnerships.

The ideal candidate is a leader of leaders, with a proven ability to manage both in-house teams, with experience in managing and setting expectations across BPO vendor relationship teams. You will be responsible for resolving the most complex partner-driven escalations and using the insights from those escalations to drive systemic improvements and strengthen partner trust. You will be the key operational driver between CSI, Operational and CX teams, BPO partners, and Commercial teams.

In this Role, you'll get to:

Lead, mentor, and develop a team of specialized Team Managers, holding them accountable for team performance, team development, and the execution of their specific ownership pillars (e.g., Executive escalations, workload management, high-risk cases).