Regional Customer Service Manager - Vietnamese Team

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?

You lead the Vietnamese customer service operation end to end: the Team Managers who run day-to-day delivery, the performance of the floor, and the quality of the customer experience. You turn CEG strategy into a clear roadmap for your teams, hold the line on operational standards, and build leaders who can coach, decide, and improve without waiting to be told.

Success is measured across four outcomes: operational excellence, engaged people leadership, continuous improvement, and customer/partner focus.

What you will do

Strategy and execution

• 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

People leadership

• Coach and performance-manage Team Managers: rigorous 1:1s, inspire & develop through coaching, succession and IDPs, and have honest conversations when needed.

• Hire and retain strong talent; build a bench so the operation is resilient.

• Connect with your teams: 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.

Data-led improvement

• 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.

Customer and partner focus

• Own CSAT and CX outcomes for your language.

• Identify recurring pain points, carry the voice of your customers across the organization, partner with stakeholders to find & implement solutions.

Experience and requirements

Must-have

• 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).

Nice-to-have

• 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.