Senior Support Specialist, Customer Satisfaction

Rocket Travel, Inc.•Chicago, IL

2h•Hybrid

About The Position

The Senior Support Specialist is part of Agoda’s Customer Satisfaction & Incident (CSI) team, which handles complex escalations and works to protect the Agoda brand while delivering high customer satisfaction. Based in Chicago or Dallas, this specialist owns sensitive, high-risk escalations from initial contact through resolution. Cases include frontline and executive escalations, regulatory matters, partner and supplier complaints, and technical or pricing issues. The role also serves as a direct point of contact for partners when needed and works with Partner Success, Commercial, and other teams across multiple locations. The position requires sound judgment, strong ownership, and calm, decisive communication in high-stakes situations. The specialist makes case-by-case decisions in ambiguous circumstances, balancing customer satisfaction against financial, legal, and reputational risks. The role follows US Central Time core hours on weekdays and weekends, with ad hoc on-call or extended hours as needed. It is hybrid, with office attendance three days a week.

Requirements

At least 4–5 years of relevant experience in customer escalations, complaints resolution, incident management, or partner-facing support.
Excellent written and spoken English, with the ability to clearly explain complex situations to customers, partners, and senior executives.
Confidence speaking directly with business partners and senior stakeholders, with excellent phone and email manner.
Strong listening, negotiation, and de-escalation skills, and emotional resilience to remain objective and professional under pressure.
Sound judgment in ambiguous situations, a critical-thinking and investigative approach, and close attention to detail.
A data-driven approach, including comfort using data and case trends to identify systemic issues and support recommendations.
Strong understanding of compliance, data privacy, and risk, and commitment to complying with legal and regulatory requirements.
High integrity, impartiality, and confidentiality when handling sensitive cases.
Ability to manage an independent caseload and work effectively in a diverse, cross-functional team.
Based in or within commuting distance of Chicago, Illinois, or Dallas, Texas.
Authorized to accept employment in the United States from any employer and able to work a hybrid schedule with 2–3 days per week in the stated office.

Nice To Haves

Spanish language skills.
Experience leading or coordinating major incidents across multiple stakeholders with limited information, and knowledge of incident management processes.
SQL or similar data skills for analyzing customer issue trends and supporting data-driven decisions.
Experience in travel, hospitality, or online marketplaces.

Responsibilities

Own high-risk cases from intake through final resolution, including escalations from frontline teams, senior leadership, partners, and third parties such as government bodies or attorneys.
Speak with customers and partners by phone, video, or in person when needed to resolve escalations, explain outcomes, and protect relationships.
Work with Partner Success, Commercial, and other teams across multiple locations, joining regular calls to align on partner issues, risks, and follow-ups.
De-escalate and negotiate with highly emotional, frustrated, or sensitive customers, reaching resolutions that protect customer relationships, partners, and the business.
Investigate complex situations using information from multiple, potentially conflicting sources, and maintain thorough, accurate, timely records of actions and decisions.
Make defensible decisions within delegated authority and escalate promptly when financial, legal, regulatory, privacy, safety, or reputational thresholds are reached.
Prepare concise, factual case updates for senior leaders and, when needed, regulators, covering impact, resolution, and recurrence prevention.
Coordinate with Legal, Fraud, Finance, Public Relations, Product, Technology, Supply, and other teams, explaining needs and influencing action without direct authority.
Identify major errors, fraud indicators, or suspicious customer or property behavior and take action to reduce risk.
Respond quickly to critical incidents and urgent escalations, coordinating stakeholders and maintaining clear communication under pressure.
Prioritize a complex caseload by business risk, financial impact, and deadlines, and adjust priorities as information changes.
Analyze case trends, conduct root-cause analysis, participate in post-incident reviews, and propose preventive improvements.
Document new or unusual case resolutions as reusable guidance and flag procedures that need updating.
Provide respectful, constructive feedback to frontline teams to improve case handling and prevent repeat errors, and ensure smooth case handovers.