--- title: 'Customer Experience Team Manager - English Team (Based in Kuala Lumpur) at Agoda' canonical: 'https://feeny.ai/job/customer-experience-team-manager-english-team-based-in-kuala-lumpur-agoda-kuala-v68r4282pkyh' type: 'job' last_seen: '2026-09-20' --- # Customer Experience Team Manager - English Team (Based in Kuala Lumpur) at Agoda - **Company:** Agoda - **Location:** Kuala Lumpur, Malaysia - **Posted:** 2026-09-08 - **Last confirmed live:** 2026-09-20 - **Apply:** https://job-boards.greenhouse.io/agoda/jobs/8184210 ## Job description ## 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 and every 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. The Opportunity: Are you passionate about travel and about people? Do you enjoy interacting with people as well as utilizing technology? We are looking for a talented, energetic, results-oriented person who loves working in a fast-paced, multinational environment. As a Contact Center Team Manager based in Kuala Lumpur, you will support both determined business objectives (KPIs) as well as acting as a motivator and decision maker to ensure that the group is working efficiently and in unity. In this position, you will work closely with the operations management team and other departments within Agoda Customer Experience Group (CEG) to support our contact center. The team manager of operations will provide directions, instructions and guidance to the customer care specialists to achieve a certain goal. Understand the team members’ strengths, weaknesses and motivations. The position requires you to provide extensive coaching to our contact center agents as well as provide valuable input on processes to our operations team. You will also be expected to contribute with ideas for continuous organizational and employee skills development but also at the global level impacting our international contact center network. In this Role, you'll get to: - Continuously monitor the traffic & highlight discrepancies and take actions on spot if needed to ensure that service levels are met - Provide constructive feedback - Coach, mentor, motivate and evaluate the performance of the team on a regular basis. - Identify performance gaps, formulate action plans to address identified gaps, implement and monitor action plans to ensure success. - Ensure the proper and effective implementation of new and existing customer service structures & procedures - Understand & analyze traffic reports, proactively make suggestions for improvement - Monitor team attendance, document infractions and implement corrective action - Assist with planning/organizing the proper coverage & align staffing - Supervise the quality assurance process and related training of staff members to ensure quality customer service. - Participate in recruitment activities (screening, interviewing) - Act as a backup of Operations Manager if needed What you'll Need to Succeed: - Minimum 2 years experience in a team lead role within a contact center environment. In this role you will be leading a team of 15 customer experience agents. - Excellent English communication skills (verbal & written). - Willing to work in shifting 24/7 schedule. - Must have a strong track record of evaluating, analyzing, implementing, leading, and monitoring effective and efficient processes to proactively improve center efficiency and staff performance. - Excellent personal and interpersonal skills to interact with a variety of individuals, including building strong partnerships with other departments - Must be able to handle multiple projects and effectively manage different timelines - Proven experience and knowledge in effective hiring, training, coaching and people management practices - Experience in managing remote teams is an advantage - Proficiency in Microsoft products including Word, Excel and PowerPoint #kualalumpur Please review our Hiring Process Guidelines before your interview — click [here](https://careersatagoda.com/interview/)to learn how interviewing at Agoda works. Discover more about working at Agoda - Agoda Careers [https://careersatagoda.com](https://careersatagoda.com/) - Facebook https://www.facebook.com/agodacareers/ - LinkedIn https://www.linkedin.com/company/agoda - YouTube https://www.youtube.com/agodalife ## Equal Opportunity Employer At Agoda, we pride ourselves on being a company represented by people of all different backgrounds and orientations. We prioritize attracting diverse talent and cultivating an inclusive environment that encourages collaboration and innovation. Employment at Agoda is based solely on a person’s merit and qualifications. We are committed to providing equal employment opportunity regardless of sex, age, race, color, national origin, religion, marital status, pregnancy, sexual orientation, gender identity, disability, citizenship, veteran or military status, and other legally protected characteristics. We will keep your application on file so that we can consider you for future vacancies and you can always ask to have your details removed from the file. For more details please read our [privacy policy](https://careersatagoda.com/privacy-statement). Disclaimer We do not accept any terms or conditions, nor do we recognize any agency’s representation of a candidate, from unsolicited third-party or agency submissions. If we receive unsolicited or speculative CVs, we reserve the right to contact and hire the candidate directly without any obligation to pay a recruitment fee. ## About Agoda ## Company Overview - **One-liner**: Agoda is a digital travel platform that helps travelers find great value deals on hotels, flights, and activities worldwide. - **Entity Type**: Public (subsidiary of Booking Holdings Inc., NASDAQ: BKNG) - **Headquarters**: Singapore - **Founded**: 2005 - **Founders**: Robert Rosenstein and Michael Kenny ## Core Business - Primary industry: Online travel and accommodation booking - Target customers: B2C (leisure and business travelers globally) - Mission/purpose: “Bridging the world through travel” – making travel easier, more affordable, and rewarding for everyone. ## Products & Services - **[Agoda.com / Agoda mobile app]**: Online travel agency (OTA) offering booking for hotels, homes, villas, flights, and activities. Available in 39 languages with 24/7 customer support. - **[Agoda Flights]**: Flight booking service launched in 2010. - **[Agoda Easy Cancel / Hygiene Plus]**: Products introduced during the pandemic to offer flexible cancellation and enhanced cleanliness information. ## Market Standing - **Valuation/Market Cap**: Not publicly disclosed separately; parent company Booking Holdings has a market cap of approximately $140+ billion (as of mid-2025). Agoda is a key growth engine within the group. - **Key Metric**: Over 7,000 employees; processes 1 trillion price checks daily; 2B+ user interactions captured daily; 12 PB of data processed monthly. - **Notable Investors/Partners**: Wholly owned by Booking Holdings (NASDAQ: BKNG). Partnerships with over 6 million hotels and holiday properties globally. - **Growth Signals**: Expanded to 27 markets; launched new products during COVID-19 (ASQ, Go Local, Easy Cancel); continues to hire aggressively across engineering, product, and analytics roles. ## Competitive Advantages - **Scale & Data**: Access to Booking Holdings’ global network and massive data pipeline (12 PB/month, 1 trillion price checks/day) enables real-time pricing optimization and personalization. - **Tech-First Culture**: Data-driven experimentation (1,000+ live experiments at any time), heavy use of GenAI, and a strong engineering focus. - **Asia Home Base**: Deep roots in Asia-Pacific with a large office in Bangkok, giving local market insights and cost advantages. - **Parent Support**: Backed by one of the world’s largest online travel companies, providing financial stability and cross-selling opportunities. ## Strategic Focus - **Growth through technology**: Continued investment in AI, machine learning, and experimentation to improve search, pricing, and user experience. - **Expanding product offerings**: Growing beyond accommodation into flights, activities, and domestic travel options. - **Sustainability**: Integrating sustainability initiatives into operations and offerings. - **Talent acquisition**: Actively hiring across multiple functions (engineering, product, data, marketing) to support global expansion. ## Why Work Here - **Culture**: Described as “data-driven to the core” with a focus on experimentation, ownership, and direct respect. Inclusive environment with 90+ nationalities represented. - **Flexibility**: Hybrid workplace balancing in-office and work-from-home days; employees can work from anywhere for up to 30 calendar days per year. - **Benefits**: Competitive perks, flexible benefits, relocation support for key roles, and recognition as an award-winning workplace (Fortune World’s Most Admired Companies 2025, TIME/Statista World’s Best Companies 2023, Forbes World’s Top Companies for Women 2023). - **Engineering & Analytics**: Strong emphasis on tech – 1,000+ live experiments, 12 PB data/month, and a “scientist” mindset across teams. Opportunities to work on massive-scale systems. - **Community**: Employee Resource Groups (ERGs) for belonging and inclusion; lively social events like AgodaFest. ## Sources 1. [agoda.com](https://www.agoda.com/about-agoda/) 2. [careersatagoda.com](https://careersatagoda.com/our-culture/) 3. [careersatagoda.com](https://careersatagoda.com/) 4. [job-boards.greenhouse.io](http://job-boards.greenhouse.io/agoda) 5. 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