Senior Support Specialist, Customer Satisfaction & Incident (CSI)

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 with 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.

About the team

Our Customer Satisfaction & Incident (CSI) team protects the Agoda brand while delivering exceptional customer satisfaction. We are the final line of support, handling the most complex and challenging escalations across Agoda's core business. Our specialists work with a wide range of stakeholders, from customers and partners to senior leaders and external authorities, to resolve high-impact issues and make every engagement an opportunity to improve.

The Opportunity

As a Senior Support Specialist based in Chicago or Dallas, you will own our most complex, sensitive and high-risk escalations from first contact to final resolution. This includes frontline and executive escalations, regulatory matters, partner and supplier complaints, and technical or pricing issues. You would also be a direct point of contact for our partners when a situation calls for it, and you will work closely with our Partner Success, Commercial and other teams based in multiple locations across the world.

This role calls for sound judgment, strong ownership and calm, decisive communication in high-stakes situations. You will often work in grey areas where standard processes need careful, case-by-case handling, and you will make well-reasoned decisions that balance customer satisfaction with financial, legal and reputational risk.

What you'll do

• Own high-risk cases end to end, from intake to final resolution, including escalations from frontline teams, senior leadership, partners and third parties such as government bodies or attorneys. Cases can run for days or weeks and need persistence and clear accountability.

• Speak with customers/partners by phone, video or in person when needed, to resolve escalations, explain outcomes and protect the relationship.

• Work closely with Partner Success, Commercial and other teams in multiple locations, joining regular calls to align partner issues, risks and follow-ups.

• De-escalate and negotiate with highly emotional, frustrated or sensitive customers who have already been through standard support, reaching resolutions that protect the customer relationship, our partners and the business.

• Investigate complex situations by gathering and reconciling information from many, often conflicting, sources, and keep thorough, accurate and timely records of every action and decision.

• Make sound, defensible decisions within your authority, and escalate promptly when financial, legal, regulatory, privacy, safety or reputational thresholds are reached.

• Turn complex cases into short, factual updates for senior leaders and, where needed, regulators, focused on impact, resolution and preventing recurrence.

• Partner with teams such as Legal, Fraud, Finance, Public Relations, Product, Technology and Supply, clearly explaining what you need and why it matters, and influencing action without direct authority.

• Identify major errors, fraud indicators or suspicious customer or property behavior, and act to reduce risk to customers, partners and the company.

• Respond quickly to critical incidents and urgent escalations, coordinating stakeholders and keeping communication clear under pressure.

• Prioritize a complex caseload by business risk, financial impact and deadlines rather than arrival order, and adjust quickly as new information comes in.

• Analyze case trends and run root-cause analysis to find systemic gaps, take part in post-incident reviews, and propose preventive improvements.

• Turn new or unusual case resolutions into clear, reusable guidance for the wider team, and flag procedures that need updating.

• Give respectful, constructive feedback to frontline teams to improve case handling and prevent repeat errors, and ensure smooth handover of cases.

What you'll need to succeed:

• At least 4-5 years of relevant experience in customer escalations, complaints resolution, incident management or partner-facing support.

• Excellent written and spoken English, with the ability to explain complex situations clearly and confidently to anyone, from upset customers to partners and senior executives.

• Confidence speaking directly with business partners and senior stakeholders, with excellent phone and email manner.

• Strong listening, negotiation and de-escalation skills, and emotional resilience to stay objective and professional under pressure.

• Sound judgment in ambiguous situations, with a critical-thinking, investigative approach and close attention to detail.

• A data-driven approach: comfort using data and case trends to spot systemic issues and support recommendations.

• A strong understanding of compliance, data privacy and risk, and a commitment to keeping actions and communications within legal and regulatory requirements.

• A high degree of integrity, impartiality and confidentiality when handling sensitive cases.

• The ability to manage your own caseload independently and to work well in a diverse, cross-functional team.

• Based in, or within commuting distance of, Chicago, IL (USA) or Dallas, TX (USA).

Nice to have

• Spanish language skills.

• Experience leading or coordinating major incidents across multiple stakeholders with limited information, and knowledge of incident management processes.

• SQL or similar data skills to analyze trends in customer issues and support data-driven decisions.

• Experience in travel, hospitality or online marketplaces.

Working hours and location

• Core working hours follow US Central Time including weekdays and weekends. On-call or extended hours may be needed on an ad hoc basis to meet business needs.

• Hybrid working with office 3 days a week.

• Location:

• Chicago, Illinois, USA

• Dallas, Texas USA

Discover more about working at Agoda

• Agoda Careers https://careersatagoda.com

• Facebook https://www.facebook.com/agodacareers/

• LinkedIn https://www.linkedin.com/company/agoda

• YouTube https://www.youtube.com/agodalife

Equal Opportunity Employer

At Agoda, we pride ourselves on being a company represented by people of all different backgrounds and orientations. We prioritize attracting diverse talent and cultivating an inclusive environment that encourages collaboration and innovation. Employment at Agoda is based solely on a person’s merits and qualifications. We are committed to providing equal employment opportunity regardless of sex, age, race, color, national origin, religion, marital status, pregnancy, sexual orientation, gender identity, disability, citizenship, veteran or military status, and other legally protected characteristics.

We will keep your application on file so that we can consider you for future vacancies, and you can always ask to have your details removed from the file. For more details, please read our privacy policy.

Disclaimer

We do not accept any terms or conditions, nor do we recognize any agency’s representation of a candidate, from unsolicited third-party or agency submissions. If we receive unsolicited or speculative CVs, we reserve the right to contact and hire the candidate directly without any obligation to pay a recruitment fee.