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Agoda

Regional Customer Service Manager - Customer Satisfaction & Incidents (CSI)

Agoda · Bangkok, Kuala Lumpur

Posted about 2 months ago

or apply directly on Agoda's site. We never take the application ourselves.

Is this posting real?

This role has been open
53 days
Agoda's roles stay open a median of 54 days
Reposted
No
Salary listed
No
3% of Agoda's roles list one
Ghost-job risk at Agoda
high
199 stale, 33 reposted of 296 open
Hiring momentum
431 roles opened in the last 90 days
↑ up vs. the prior 90 days
Last confirmed on the employer's board
2026-09-26

Measured from postings appearing on and disappearing from Agoda's own greenhouse board since 2026-08-03. Full hiring picture for Agoda.

About this role

The Regional Customer Service Manager at Agoda will lead the Customer Experience Group's Incident Management and Dispute Resolution teams, focusing on handling complex incidents and legal disputes. This role involves mentoring team managers, facilitating crisis response, and ensuring effective communication with senior stakeholders. The manager will also drive continuous improvement initiatives and oversee performance metrics to enhance team effectiveness and operational excellence.

Our read on this posting2.2out of 5
benefits
1/5
freshness
1/5
career value
4/5
role clarity
5/5
pay transparency
0/5

Scored from the posting itself — how clearly the role is described, how much it says about pay and benefits, and how recently it was listed. Not a judgement of Agoda as an employer.

What you need

  • Significant experience in incident management, crisis response, legal operations, or privacy advisory within a fast-paced technology environment.
  • Ability to remain calm and make rational, decisive judgments in ambiguous situations with limited information.
  • Exceptional leadership and people development skills.
  • Advanced analytical and investigative mindset with the ability to use data to identify root causes of complex problems.
  • Confidence and communication skills to interact with directors and VPs, managing their expectations and driving alignment on critical issues.
  • Experience with data visualization tools (e.g. Tableau, Metabase) and a working knowledge of SQL.

Nice to have

  • A background in managing specialized or L2/3 support teams.
  • Formal training or certification in process improvement methodologies (e.g., Six Sigma, Lean).
  • Leadership experience in Crisis, Incident, Risk, Compliance, Trust & Safety Response Teams or Legal Operations role.

Worth weighing

  • No salary listed.
  • Regular shift with on-call escalation required outside business hours during active incidents or crises.
  • The role requires handling complex legal and privacy disputes, which may involve high-stress situations.

Summarised from Agoda's posting. Read the full original.

Listed by Agoda on their greenhouse job board, last confirmed open on 2026-09-26. PitchMeAI is not the employer.

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