Senior Support Specialist, Customer Satisfaction

The posting, as Rocket Travel, Inc. wrote it

Senior Support Specialist, Customer Satisfaction & Incident (CSI)

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 with 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.

About the team

Our Customer Satisfaction & Incident (CSI) team protects the Agoda brand while delivering exceptional customer satisfaction. We are the final line of support, handling the most complex and challenging escalations across Agoda's core business. Our specialists work with a wide range of stakeholders, from customers and partners to senior leaders and external authorities, to resolve high-impact issues and make every engagement an opportunity to improve.

The Opportunity

As a Senior Support Specialist based in Chicago or Dallas, you will own our most complex, sensitive and high-risk escalations from first contact to final resolution. This includes frontline and executive escalations, regulatory matters, partner and supplier complaints, and technical or pricing issues. You would also be a direct point of contact for our partners when a situation calls for it, and you will work closely with our Partner Success, Commercial and other teams based in multiple locations across the world.

This role calls for sound judgment, strong ownership and calm, decisive communication in high-stakes situations. You will often work in grey areas where standard processes need careful, case-by-case handling, and you will make well-reasoned decisions that balance customer satisfaction with financial, legal and reputational risk.

What you'll do

Own high-risk cases end to end, from intake to final resolution, including escalations from frontline teams, senior leadership, partners and third parties such as government bodies or attorneys. Cases can run for days or weeks and need persistence and clear accountability.

Speak with customers/partners by phone, video or in person when needed, to resolve escalations, explain outcomes and protect the relationship.

Work closely with Partner Success, Commercial and other teams in multiple locations, joining regular calls to align partner issues, risks and follow-ups.

De-escalate and negotiate with highly emotional, frustrated or sensitive customers who have already been through standard support, reaching resolutions that protect the customer relationship, our partne
[…]
eserve the right to contact and hire the candidate directly without any obligation to pay a recruitment fee.

Diversity at Rocket Travel by Agoda

Rocket Travel by Agoda is dedicated to creating a diverse, equitable, and inclusive workplace where everyone has the opportunity to reach new heights in their career. We encourage all applicants looking to expand their knowledge working alongside talented, dedicated colleagues to apply to our team.

Note on general employment requirements

Candidates should be authorized to accept employment in the US from any employer and must be able to work a hybrid work schedule with 2-3 days per week in the stated physical office (unless otherwise indicated).

Equal Opportunity Employer

At Rocket Travel by Agoda, we pride ourselves on being companies 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 Rocket Travel by Agoda is based solely on a person’s merit and qualifications. We are committed to providing equal employment opportunities 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 Rocket Travel by Agoda’s privacy policy. Find our applicant policy here: https://www.rockettravel.com/privacy-policy

E-Verify Program Participant

We are an E-Verify employer – meaning that your Form I-9 information will be provided to the federal government to confirm that you are authorized to work in the U.S.

For more information, please view: E-Verify Participation Poster (English/Spanish) and IER Right to Work Poster (English/Spanish)