Team Manager, CSI (based in Chicago or Dallas)

About the Position

Team Manager, CSI (based in Chicago or Dallas)

Chicago or Dallas

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 to 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.

Responsibilities

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.

• Coach, mentor and manage a team of CSI specialists, building a culture of excellence, accountability and continuous learning.
• 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.
• Be the key decision-maker for your team during complex, high-stakes escalations.
• Find the root causes of recurring escalations and push for lasting fixes, not just quick workarounds.
• Build strong relationships with internal partners such as Legal, Public Relations, Product, Supply and senior leadership.
• Manage your team's escalation queue and backlog.
• Use raw data, dashboards and performance reports to diagnose gaps, suggest improvements and build the case for change.
• Own an assigned area of our operations.
• Manage team members fairly and consistently.
• Oversee quality checks and related training.
• Treat team morale as a core part of your job.
• Delegate and share responsibilities so the team does not rely on you for every decision.
• Take part in hiring, including screening and interviewing candidates.

Requirements

• People management experience leading a team of 8 or more in a contact centre or customer support environment, escalation or senior specialist is preferred.
• Excellent spoken and written English, and the ability to explain complex situations clearly and confidently to anyone, from upset customers to senior executives.
• Willingness to work 24/7 rotational shifts, including weekends and public holidays.
• A strong track record of reviewing, improving and running processes that lift efficiency and team performance.
• Experience influencing teams such as Legal, Public Relations, Product or Supply without direct authority.
• The ability to manage several projects and deadlines at the same time.
• A calm, professional and respectful approach under pressure.
• Comfort with ambiguity and fast change, and an openness to feedback.
• Proven experience in hiring, training, coaching and managing people.
• Good working knowledge of AI tools, SQL, Tableau or similar data tools, plus Microsoft Word, Excel and PowerPoint.

Nice to Have

• 2 or more years of people management in a high-stakes setting such as complex escalations, incident management, dispute resolution or a similar support function.
• Experience managing remote teams.
• Experience working with complaints raised through government or consumer protection bodies, social media escalations, legal-threat cases, chargeback (card payment dispute) risk, or executive escalations.

We Offer

• Competitive salary range of 84,000 - 114,000 USD per year, determined by a candidate's fit and experience.
• Hybrid working with office 3 days a week.
• Opportunity to work in either Chicago, Illinois, USA or Dallas, Texas USA.

About the Company

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 merit 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.

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