About the role
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 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.
Get to Know our Team
Agoda’s Customer Support Team understands that travel can be an everchanging environment. That is why we provide in-person, real-time help around the clock and in 38 languages. No matter the issue, we present the best of Agoda’s values to each customer with multiple support channels and a strong desire to serve. Certainly, doing more than answering phone calls or replying to emails, our specialists actively look for ways to improve our customer’s experience. We quickly adapt to challenges by collaborating with other teams and experimenting on everything we can. This has allowed us to develop new and effective products that produce meaningful results and continue to drive Agoda’s business performance. Our Customer Support Team serves a daily role in contributing to a core strength and service of Agoda with a clear vision and a focus on efficient and satisfying customer support.
Are you a dynamic leader with a knack for driving success in a multicultural environment?
You lead the Vietnamese customer service operation end to end: the Team Managers who run day-to-day delivery, the performance of the floor, and the quality of the customer experience. You turn CEG strategy into a clear roadmap for your teams, hold the line on operational standards, and build leaders who can coach, decide, and improve without waiting to be told.
Success is measured across four outcomes: operational excellence, engaged people leadership, continuous improvement, and customer/partner focus.
What you will do
Strategy and execution
- Cascade department priorities into a practical team roadmap; keep daily operations stable while leading change.
- Own SLA, shrinkage, and Closure performance for your language; spot risk early and drive recovery with clear owners and timelines.
- Surface trade-offs and recommend strategic decisions based on your own analysis of your scope
People leadership
- Coach and performance-manage Team Managers: rigorous 1:1s, inspire & develop through coaching, succession and IDPs, and have honest conversations when needed.
- Hire and retain strong talent; build a bench so the operation is resilient.
- Connect with your teams: monthly agent connects, skip-levels, and at least one immersion session per quarter.
- Shape a culture of ownership, feedback, and Agoda values; run recognition that reinforces the right behaviors.
Data-led improvement
- Use customer, agent, and ops data to find patterns, size opportunities, and turn hypotheses into stakeholder-ready recommendations.
- Surface meaningful improvement opportunities to leadership and follow through to impact.
Customer and partner focus
- Own CSAT and CX outcomes for your language.
- Identify recurring pain points, carry the voice of your customers across the organization, partner with stakeholders to find & implement solutions.
Experience and requirements
Must-have
- 5–7 years professional experience, including experience leading managers and medium-sized teams (>75 FTE).
- Proven track record of performance management, coaching, and lifting team results through others.
- Strong analytical and process-improvement skills; comfortable with KPI scorecards and action planning.
- Excellent written and spoken English; native Vietnamese strongly preferred.
- Experience leading through change (tech, process, or org).
Nice-to-have
- Contact center / BPO / e-commerce / travel industry experience.
- Project or quality certifications (e.g. PMP, Six Sigma, COPC).
- Experience in a multi-site or regional operations environment.
Please review our Hiring Process Guidelines before your interview — click here to learn how interviewing at Agoda works.
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 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.