Senior Support Specialist, Customer Satisfaction

The role

You will own complex, high-risk escalations from first contact to final resolution. This includes handling frontline and executive escalations, regulatory matters, and partner or supplier complaints.

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 partner issues
• De-escalate and negotiate with emotional or frustrated customers
• Investigate complex situations by gathering and reconciling information
• Make sound, defensible decisions within authority
• Turn complex cases into short, factual updates for senior leaders and regulators
• Partner with Legal, Fraud, Finance, Public Relations, Product, Technology and Supply teams
• Identify major errors, fraud indicators or suspicious behavior
• Respond quickly 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 your own caseload independently
• Based in, or within commuting distance of, Chicago, IL (USA) or Dallas, TX (USA)

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

Before you apply

• Candidates should be authorized to accept employment in the US from any employer
• Must be able to work a hybrid work schedule with 2-3 days per week in the stated physical office

About the company

Agoda bridges the world through travel and is part of Booking Holdings. The company connects people with destinations and experiences through hotels, flights, and holiday properties.