Customer Service, Escalation - Team Manager (Hindi)
Core
Lead a team of Customer Satisfaction & Incident (CSI) specialists handling complex, high-risk escalations, regulatory matters, and critical incidents for Agoda's global customers.
Role type
Senior Team Manager, Customer Experience
Builds
Resolution of high-stakes customer escalations and prevention of future incidents
Domain
Travel / Customer Support / Incident Management
Deliverable
client delivery
Required skills
People management (8+ team), complex problem-solving, root cause analysis, stakeholder influence, data analysis, process improvement, hiring, shift management
Preferred skills
Escalation management experience, additional languages, AI tools proficiency
Technologies
SQL, Tableau, Microsoft Office Suite
Responsibilities
Coach and manage a team of CSI specialists; own goals and projects from start to finish; act as key decision-maker during high-stakes escalations; find root causes of recurring issues; build relationships with internal partners (Legal, PR, Product); manage escalation queue and backlog; oversee quality checks and training; participate in hiring and staffing planning.
Seniority
Senior, hands-on IC with people leadership
