Customer Service, Escalation - Team Manager (Hindi)

The role

You will lead a team of specialists in the Customer Satisfaction & Incident team to resolve complex and high-risk customer issues. You will manage day-to-day performance, coach team members, and collaborate with internal partners like Legal and Product to prevent future incidents.

What you will do

• Coach, mentor and manage a team of CSI specialists
• Set clear expectations, give regular feedback, and manage performance and development plans
• Own goals and projects from start to finish
• Act as key decision-maker for complex, high-stakes escalations
• Find root causes of recurring escalations and suggest improvements
• Build relationships with internal partners like Legal, Public Relations, Product, and Supply
• Manage the team's escalation queue and backlog
• Use data, dashboards, and performance reports to diagnose gaps
• Oversee quality checks and training
• Take part in hiring, screening, and interviewing candidates

Required qualifications

• People management experience leading a team of 8 or more in a contact centre or customer support environment
• Excellent spoken and written English and Hindi
• Willingness to work 24/7 rotational shifts, including weekends and public holidays
• Track record of reviewing, improving and running processes
• Experience influencing teams such as Legal, Public Relations, Product or Supply without direct authority
• Ability to manage several projects and deadlines at the same time
• Proven experience in hiring, training, coaching and managing people
• Good working knowledge of AI tools, SQL, Tableau or similar data tools
• Proficiency in Microsoft Word, Excel and PowerPoint

Nice to have

• Escalation or senior specialist experience
• Additional languages
• 3-4 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 working with complaints raised through government or consumer protection bodies, social media escalations, legal-threat cases, chargeback risk, or executive escalations

Before you apply

• No visa or relocation will be provided

About the company

Agoda is part of Booking Holdings and connects people to destinations and experiences through hotels, flights, and holiday properties. The company uses data and technology to fuel curiosity and innovation.