Team Manager, CSI (based in Chicago or Dallas)

Agoda•Chicago, IL

12d•$84,000 - $114,000•Hybrid

About The Position

Agoda is hiring a Team Manager for its Customer Satisfaction & Incident (CSI) team, the final line of support within the Agoda Customer Experience Group. CSI handles complex, high-risk customer issues and critical escalations involving regulatory matters, media and public relations, senior-leader requests, supplier and partner complaints, and technical failures. The manager leads specialists who work with customers, partners, executives, and internal teams to resolve escalations and protect customer trust. The role owns day-to-day team performance, develops people and processes, and supports broader CSI and Agoda goals. It is based in Chicago or Dallas and uses a hybrid model, with three office days per week. The role primarily supports U.S. daylight hours in Central Time, including weekends; it may later require rotational shifts for seven-day coverage, including weekends and public holidays.

Requirements

People-management experience leading a team of at least 8 in a contact center or customer support environment; escalation or senior-specialist experience is preferred.
Excellent spoken and written English, including the ability to explain complex situations clearly to customers and senior executives and provide concise leadership updates.
Willingness to work 24/7 rotational shifts, including weekends and public holidays.
A strong track record of reviewing, improving, and operating processes to improve efficiency and team performance.
Ability to balance resolution quality and the customer’s overall experience with business risk and policy.
Experience influencing Legal, Public Relations, Product, Supply, or similar teams without direct authority, managing senior leaders’ expectations, and pushing back when needed.
Ability to manage multiple projects and deadlines simultaneously.
Calm, professional, and respectful approach under pressure, with strong prioritization during concurrent high-stakes issues.
Comfort with ambiguity and rapid change, openness to feedback, and willingness to seek and act on feedback from managers, peers, and team members.
Proven experience hiring, training, coaching, and managing people.
Working knowledge of AI tools, SQL, Tableau or similar data tools, and Microsoft Word, Excel, and PowerPoint; ability to present data clearly to different audiences.

Nice To Haves

Two or more years of people management in a high-stakes setting such as complex escalations, incident management, dispute resolution, or a similar support function.
Experience managing remote teams.
Experience handling complaints raised through government or consumer-protection bodies, social media escalations, legal-threat cases, chargeback risk, or executive escalations.
Additional language skills.

Responsibilities

Coach, mentor, and manage CSI specialists, setting clear expectations, providing regular feedback, managing performance and development plans, and addressing performance or behavior gaps.
Develop team members’ critical thinking and problem-solving skills for complex escalations.
Own assigned and self-initiated goals and projects from start to finish; turn challenges into actions, track progress, and report results.
Make decisions during complex, high-stakes escalations, direct the team, manage stakeholder communications, and steer cases toward effective resolutions.
Prioritize team capacity during concurrent high-stakes events and provide concise updates and next steps to senior leadership.
Identify root causes of recurring escalations, drive lasting fixes, participate in lessons-learned reviews, and share findings.
Build relationships with Legal, Public Relations, Product, Supply, and senior leaders; influence partners, remove blockers, balance requests against team capacity, and push back on work that does not belong with the team.
Manage the escalation queue and backlog; monitor case volumes, routing patterns, team performance, and service levels, and act on emerging issues.
Use raw data, dashboards, and performance reports to diagnose gaps, recommend improvements, and support change.
Own an assigned area of operations, implement processes, and keep procedures and documentation accurate and current.
Manage team members fairly and consistently, maintain management standards, identify performance gaps, and follow through on action plans.
Oversee quality checks and related training, and maintain high standards for case handling and customer conduct.
Monitor team morale using engagement surveys and support experienced specialists’ motivation and growth.
Delegate responsibilities, reduce unnecessary dependence on the manager, develop future leaders, and lead engaging, action-oriented team meetings.
Participate in hiring, including candidate screening and interviews, and help plan staffing and shift coverage.