Customer Operations • Lead

Who you are

You are a seasoned leader with a proven track record in customer service management, particularly in handling complex and sensitive customer escalations. With exceptional judgment and resilience, you thrive in high-stakes environments and possess a strategic mindset that allows you to guide your team effectively. Your passion for developing managers is evident in your approach to leadership, as you focus on fostering growth and operational excellence within your team.

You have a keen analytical ability, enabling you to translate complex data into actionable strategies that drive systemic improvements. Your experience managing senior stakeholders equips you with the skills necessary to navigate challenging situations and ensure customer satisfaction remains a top priority. You understand the importance of ownership in your role and are committed to delivering results that align with Agoda's mission to enhance the travel experience for customers.

Desirable

While not mandatory, experience in the travel or hospitality industry would be a significant advantage. Familiarity with customer service metrics and performance indicators can further enhance your ability to lead the Customer Satisfaction & Incidents team effectively.

What you'll do

In this role, you will manage Agoda's Customer Satisfaction & Incidents (CSI) team, which serves as the final tier of customer support. Your leadership will be crucial in guiding specialized Team Managers who handle the most complex customer escalations. You will develop and implement strategies that enhance customer satisfaction and operational efficiency, ensuring that your team is equipped to handle any situation that arises.

You will be responsible for fostering a culture of excellence within your team, encouraging collaboration and continuous improvement. By leveraging data and analytics, you will identify trends and areas for improvement, translating insights into actionable plans that drive performance. Your ability to communicate effectively with senior stakeholders will be essential in aligning team objectives with broader business goals.

As a leader of leaders, you will mentor and develop your team, providing them with the tools and support they need to succeed. You will also play a key role in shaping the customer service strategy at Agoda, ensuring that the organization remains responsive to customer needs and expectations.

What we offer

Agoda offers a dynamic work environment where you can make a significant impact on customer satisfaction and operational excellence. You will have the opportunity to work with a diverse team of professionals who are passionate about travel and committed to delivering exceptional service. We encourage you to apply even if your experience doesn't match every requirement, as we value diverse perspectives and backgrounds in our team. Join us in our mission to bridge the world through travel and help shape the future of customer service at Agoda.