Team Manager, Customer Satisfaction & Incident

Job Summary

Our Customer Satisfaction & Incident (CSI) team is Agoda's final line of support part of the larger Agoda Customer Experience Group (CEG). We take on the most complex and high-risk customer issues and see them through to a clear resolution, while protecting the trust people place in Agoda. We support customers around the clock and handle critical escalations linked to regulatory matters, media and public relations, requests from senior leaders, supplier and partner complaints, and technical failures.

As a Team Manager in CSI, you will lead a team of specialists who work with customers, partners, senior executives, and our Public Relations, Technology, Product and Legal teams. You will build a culture of continuous improvement, where your team digs into root causes, understands that every customer's situation is different, and acts early to prevent the next incident.

The Opportunity

You are more than a people leader, you are a proactive owner, comfortable juggling many things at once, being the calm, emotionally intelligent guide for a team that works under pressure every day. You will own your team's day-to-day performance and help deliver the wider Agoda and CSI teams goals, working closely with business partners so we succeed together. Everything you do comes back to one aim: the best possible resolution for our customers, based on the worst escalations or situations.

What you'll do

• Coaching, mentoring and managing a team of CSI specialists, building a culture of excellence, accountability and continuous learning. Set clear expectations, give regular feedback, manage performance and development plans; address performance or behaviour gaps directly.
• Coach beyond the task at hand, so your team builds strong critical thinking and problem-solving skills for complex escalations.
• Own your goals and projects from start to finish, whether they are assigned to you or ones you start yourself. Turn challenges into clear actions, track progress and report on results.
• Be the key decision-maker for your team during complex, high-stakes escalations. Give clear direction, manage communication with stakeholders and steer each case to a controlled, effective resolution. Stay calm and prioritise your teams time when several high-stakes events happen at once, and turn complex, high-risk issues into short, clear updates with next steps for senior leadership.
• Find the root causes of recurring escalations and push for lasting fixes, not just quick workarounds. Suggest improvements, take part in lessons-learned reviews after escalations, or incidents, and share what you learn.
• Build strong relationships with internal partners such as Legal, Public Relations, Product, Supply and senior leadership, influencing without direct authority to clear blockers, so that work for your market or area runs smoothly. Balance requests from different leaders against your teams capacity and push back on escalations or work that do not belong with the team.
• Manage your teams escalation queue and backlog. Keep a close eye on incoming case volumes, look beyond the dashboards for unusual patterns in case routing, volumes or team performance, spot issues early and act quickly to make sure service levels are met.
• Use raw data, dashboards and performance reports to diagnose gaps, suggest improvements and build the case for change.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.