Senior Support Specialist, Customer Satisfaction

The role

You will own high-risk customer and partner escalations from intake to final resolution. You will investigate complex situations, negotiate with customers, and collaborate with cross-functional teams to mitigate risk.

What you will do

• Own high-risk cases end to end from intake to final resolution
• Speak with customers and partners by phone, video or in person
• Work with Partner Success, Commercial and other teams to align on issues
• De-escalate and negotiate with emotional or frustrated customers
• Investigate complex situations and maintain accurate records
• Make sound decisions and escalate when thresholds are reached
• Provide factual updates to senior leaders and regulators
• Partner with Legal, Fraud, Finance, PR, Product, Technology and Supply teams
• Identify major errors, fraud indicators or suspicious behavior
• Respond to critical incidents and urgent escalations

Required qualifications

• At least 4-5 years of relevant experience in customer escalations, complaints resolution, incident management or partner-facing support
• Excellent written and spoken English
• Confidence speaking directly with business partners and senior stakeholders
• Strong listening, negotiation and de-escalation skills
• Emotional resilience to stay objective and professional under pressure
• Sound judgment in ambiguous situations
• Critical-thinking, investigative approach and close attention to detail
• Data-driven approach
• Strong understanding of compliance, data privacy and risk
• High degree of integrity, impartiality and confidentiality
• Ability to manage own caseload independently
• Ability to work in a diverse, cross-functional team

Nice to have

• Spanish language skills
• Experience leading or coordinating major incidents across multiple stakeholders
• Knowledge of incident management processes
• SQL or similar data skills
• Experience in travel, hospitality or online marketplaces

About the company

Agoda is part of Booking Holdings with a diverse team of over 7,000 people. They connect people with destinations and experiences through hotels, flights, and holiday properties.