Senior Support Specialist, Customer Satisfaction

Rocket Travel, Inc.•Dallas, TX

2h•Hybrid

About The Position

The Senior Support Specialist on Agoda’s Customer Satisfaction & Incident (CSI) team owns the company’s most complex, sensitive, and high-risk escalations from initial contact through final resolution. Cases may involve frontline or executive escalations, regulatory matters, partner and supplier complaints, and technical or pricing issues. The specialist may serve as a direct point of contact for partners and works with Partner Success, Commercial, and other teams across multiple locations. The role requires sound judgment, strong ownership, and calm, decisive communication in high-stakes situations. The specialist handles cases that may require careful, case-by-case decisions, balancing customer satisfaction with financial, legal, and reputational risk. The position is based in Chicago, Illinois, or Dallas, Texas, and follows a hybrid schedule with three office days per week. Core hours follow US Central Time and include weekdays and weekends; ad hoc on-call or extended hours may be needed.

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 explain complex situations clearly to customers, partners, and senior executives.
Confidence communicating 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 legal and regulatory requirements.
High integrity, impartiality, and confidentiality when handling sensitive cases.
Ability to manage a caseload independently 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 US 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 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.
Speak with customers or 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 in multiple locations, including regular calls to align on partner issues, risks, and follow-ups.
De-escalate and negotiate with emotional, frustrated, or sensitive customers, finding resolutions that protect customers, partners, and the business.
Investigate complex situations by gathering and reconciling information from multiple, potentially conflicting sources, and maintain thorough, accurate, timely records.
Make sound, defensible decisions within assigned authority and escalate promptly when financial, legal, regulatory, privacy, safety, or reputational thresholds are reached.
Prepare concise, factual updates for senior leaders and, when needed, regulators, focused on impact, resolution, and recurrence prevention.
Collaborate with Legal, Fraud, Finance, Public Relations, Product, Technology, Supply, and other teams; explain requests and influence 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 a complex caseload according to business risk, financial impact, and deadlines, adjusting as new information emerges.
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 for the wider team and flag procedures that need updating.
Provide respectful, constructive feedback to frontline teams to improve handling and prevent repeat errors, and ensure smooth case handovers.