Regional Customer Service Manager - Vietnamese Team (Based in Bangkok)

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 experi...

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.

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 
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. 
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. 
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. 

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). 
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.
 
 
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