Regional Customer Service Manager - Vietnamese Team (Based in Bangkok)
Bangkok · Kuala Lumpur · 5-7 years experience · Posted Oct 14, 2026
At a glance
- Experience
- 5-7 years experience
- Location
- Bangkok · Kuala Lumpur
About Agoda
- At Agoda, we bridge the world through travel. Our story began in 2005, when two lifelong friends and entrepreneurs, driven by their passion for travel, launched Agoda to make it easier for everyone to explore the world.
- Today, we are part of Booking Holdings [NASDAQ: BKNG], with a diverse team of over 7,000 people from 90 countries, working together in offices around the globe. Every day, we connect people to destinations and experiences, with our great deals across our millions of hotels and holiday properties, flights, and experiences worldwide.
- No two days are the same at Agoda. Data and technology are at the heart of our culture, fueling our curiosity and innovation. If you’re ready to begin your best journey and help build travel for the world, join us.
- Get to Know our Team:
- Agoda’s Customer Support Team understands that travel can be an everchanging environment. That is why we provide in-person, real-time help around the clock and in 38 languages. No matter the issue, we present the best of Agoda’s values to each customer with multiple support channels and a strong desire to serve. Certainly, doing more than answering phone calls or replying to emails, our specialists actively look for ways to improve our customer’s experience. We quickly adapt to challenges by collaborating with other teams and experimenting on everything we can. This has allowed us to develop new and effective products that produce meaningful results and continue to drive Agoda’s business performance. Our Customer Support Team serves a daily role in contributing to a core strength and service of Agoda with a clear vision and a focus on efficient and satisfying customer support.
- Are you a dynamic leader with a knack for driving success in a multicultural environment?
About the role
- You lead the Vietnamese customer service operation end to end, overseeing Team Managers, floor performance, and customer experience quality.
- You turn CEG strategy into a clear roadmap for your teams, hold the line on operational standards, and build self-sufficient leaders.
Responsibilities
- Cascade department priorities into a practical team roadmap; keep daily operations stable while leading change.
- Own SLA, shrinkage, and Closure performance for your language; spot risk early and drive recovery with clear owners and timelines.
- Surface trade-offs and recommend strategic decisions based on your own analysis of your scope.
- Coach and performance-manage Team Managers through rigorous 1:1s, coaching, succession, IDPs, and honest conversations.
- Hire and retain strong talent to build a resilient operation bench.
- Connect with your teams via monthly agent connects, skip-levels, and at least one immersion session per quarter.
- Shape a culture of ownership, feedback, and Agoda values; run recognition that reinforces the right behaviors.
- Use customer, agent, and ops data to find patterns, size opportunities, and turn hypotheses into stakeholder-ready recommendations.
- Surface meaningful improvement opportunities to leadership and follow through to impact.
- Own CSAT and CX outcomes for your language while identifying recurring pain points and partnering with stakeholders for solutions.
Requirements
- 5–7 years professional experience, including experience leading managers and medium-sized teams (>75 FTE).
- Proven track record of performance management, coaching, and lifting team results through others.
- Strong analytical and process-improvement skills; comfortable with KPI scorecards and action planning.
- Excellent written and spoken English; native Vietnamese strongly preferred.
- Experience leading through change (tech, process, or org).
Preferred qualifications
- Contact center / BPO / e-commerce / travel industry experience.
- Project or quality certifications (e.g. PMP, Six Sigma, COPC).
- Experience in a multi-site or regional operations environment.
