Senior Support Specialist, Customer Satisfaction

Rocket Travel•Chicago, IL

8d•Hybrid

About The Position

The Senior Support Specialist, Customer Satisfaction & Incident (CSI), based in Chicago or Dallas, owns Agoda’s most complex, sensitive, and high-risk escalations from first contact through final resolution. The role handles frontline and executive escalations, regulatory matters, partner and supplier complaints, and technical or pricing issues. Specialists may speak directly with customers and partners and work closely with Partner Success, Commercial, and other teams in multiple locations around the world. This role requires sound judgment, ownership, and calm, decisive communication in high-stakes situations. The specialist handles cases where standard processes may need careful, case-by-case treatment and makes well-reasoned decisions balancing customer satisfaction with financial, legal, and reputational risk. Cases may last days or weeks and require persistence, clear accountability, and accurate documentation. The role follows US Central Time core working hours, including weekdays and weekends. On-call or extended hours may be needed on an ad hoc basis. The position is hybrid, with office attendance three days a week, in Chicago, Illinois, or Dallas, Texas.

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 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 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 United States from any employer.
Able to work a hybrid schedule with two to three days per week in 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 in multiple locations, joining regular calls to align on partner issues, risks, and follow-ups.
De-escalate and negotiate with emotional, frustrated, or sensitive customers, reaching resolutions that protect customers, partners, and the business.
Investigate complex situations by gathering and reconciling information from multiple, sometimes conflicting, sources, and maintain thorough, accurate, and timely records.
Make 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 prevention of recurrence.
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 complex caseloads according to business risk, financial impact, and deadlines, adjusting as information changes.
Analyze case trends, conduct root-cause analysis, participate in post-incident reviews, and propose preventive improvements.
Convert new or unusual resolutions into reusable team 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.