Senior Support Specialist, Customer Satisfaction

Rocket Travel•Dallas, TX

8d•Hybrid

About The Position

The Senior Support Specialist on Agoda’s Customer Satisfaction & Incident (CSI) team owns complex, sensitive and high-risk escalations from first contact through final resolution. Cases may include frontline and executive escalations, regulatory matters, partner and supplier complaints, and technical or pricing issues. The specialist may communicate directly with customers and partners by phone, video or in person and works with Partner Success, Commercial and teams across multiple locations. The role requires sound judgment, clear ownership and calm communication in high-stakes or ambiguous situations. Specialists investigate cases using information from multiple sources, make defensible decisions within their authority, and balance customer satisfaction with financial, legal and reputational risk. They also coordinate critical incidents, communicate with senior leaders and regulators when needed, identify systemic issues and help improve team guidance and procedures. The position is based in Chicago, Illinois, or Dallas, Texas, with hybrid working and office attendance three days a week. Core working hours follow US Central Time and include weekdays and weekends. On-call or extended hours may be needed on an ad hoc basis. Candidates must be authorized to accept US employment from any employer and able to work the stated hybrid schedule.

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 and the ability to explain complex situations clearly and confidently 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 under pressure.
Sound judgment in ambiguous situations, a critical-thinking and investigative approach, and close attention to detail.
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 legal and regulatory requirements.
High degree of integrity, impartiality and confidentiality when handling sensitive cases.
Ability to independently manage a caseload and work effectively in a diverse, cross-functional team.
Based in or within commuting distance of Chicago, Illinois, or Dallas, Texas.
Authorization to accept employment in the United States from any employer and ability to work a hybrid schedule at the stated physical 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 to 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 emotional, frustrated or sensitive customers and reach resolutions that protect customers, partners and the business.
Investigate complex situations by gathering and reconciling information from multiple sources, and maintain thorough, accurate and timely case records.
Make sound, defensible decisions within delegated authority and escalate promptly when financial, legal, regulatory, privacy, safety or reputational thresholds are reached.
Prepare concise, factual updates for senior leaders and, where needed, regulators, covering impact, resolution and recurrence prevention.
Coordinate with Legal, Fraud, Finance, Public Relations, Product, Technology and Supply teams, explaining needs and influencing action without direct authority.
Identify major errors, fraud indicators or suspicious customer or property behavior and act to reduce risk.
Respond quickly to critical incidents and urgent escalations, coordinating stakeholders and maintaining clear communication under pressure.
Prioritize caseload by business risk, financial impact and deadlines, adjusting as new information becomes available.
Analyze case trends, conduct root-cause analysis, participate in post-incident reviews and propose preventive improvements.
Turn new or unusual resolutions into reusable team guidance and flag procedures that need updating.
Give constructive feedback to frontline teams to improve case handling, prevent repeat errors and ensure smooth case handovers.