Customer Success Manager • Lead

Who you are

You are a commercially minded leader with a proven track record in managing customer service teams, particularly in high-stakes environments. With experience in both in-house teams and BPO vendor relationships, you excel at balancing elite customer service with operational rigor. Your leadership style is collaborative, and you thrive in environments where you can mentor and develop other leaders.

You have a deep understanding of customer satisfaction metrics and the ability to analyze complex incidents to drive improvements. Your strategic mindset allows you to navigate the demands of high-value partnerships effectively, ensuring that both customer needs and business objectives are met. You are adept at setting expectations and managing performance across diverse teams.

Desirable

Experience in the travel or hospitality industry is a plus, as is familiarity with customer experience technologies. You are comfortable using data to inform decisions and drive operational improvements. Your communication skills are exceptional, enabling you to build strong relationships with both internal teams and external partners.

What you'll do

In this role, you will lead Agoda's Customer Satisfaction & Incidents team, serving as the final tier of customer support for strategic partners. You will be responsible for resolving the most complex customer issues, ensuring that your team delivers exceptional service consistently. You will develop and implement strategies to enhance customer satisfaction and operational efficiency, leveraging data and feedback to inform your approach.

You will collaborate closely with other departments to ensure a seamless customer experience, acting as a liaison between your team and key stakeholders. Your leadership will be crucial in fostering a culture of excellence within the team, where continuous improvement is prioritized. You will also be responsible for managing relationships with BPO vendors, ensuring that they meet Agoda's high standards for customer service.

What we offer

Agoda offers a dynamic work environment where innovation and collaboration are at the forefront. You will have the opportunity to make a significant impact on the customer experience and contribute to the overall success of the company. We provide competitive compensation and benefits, along with opportunities for professional growth and development. Join us in shaping the future of travel and customer service.