Regional Customer Service Manager - Vietnamese Team (Based in Bangkok)

Agoda
Bangkok
Posted 3 days ago
Posted 14 October 2026
full-time

About the Role

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?

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. 
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