--- title: 'Senior Support Specialist, Customer Satisfaction at Rocket Travel, Inc.' canonical: 'https://feeny.ai/job/senior-support-specialist-customer-satisfaction-rocket-travel-inc-chicago-p7vk6v43hgwj' type: 'job' last_seen: '2026-11-07' --- # Senior Support Specialist, Customer Satisfaction at Rocket Travel, Inc. - **Company:** Rocket Travel, Inc. - **Location:** Chicago, IL - **Posted:** 2026-11-02 - **Last confirmed live:** 2026-11-07 - **Apply:** https://job-boards.greenhouse.io/rocketmiles/jobs/8344997 ## Job description Senior Support Specialist, Customer Satisfaction & Incident (CSI) ## 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 with 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. ## About the team Our Customer Satisfaction & Incident (CSI) team protects the Agoda brand while delivering exceptional customer satisfaction. We are the final line of support, handling the most complex and challenging escalations across Agoda's core business. Our specialists work with a wide range of stakeholders, from customers and partners to senior leaders and external authorities, to resolve high-impact issues and make every engagement an opportunity to improve. The Opportunity As a Senior Support Specialist based in Chicago or Dallas, you will own our most complex, sensitive and high-risk escalations from first contact to final resolution. This includes frontline and executive escalations, regulatory matters, partner and supplier complaints, and technical or pricing issues. You would also be a direct point of contact for our partners when a situation calls for it, and you will work closely with our Partner Success, Commercial and other teams based in multiple locations across the world. This role calls for sound judgment, strong ownership and calm, decisive communication in high-stakes situations. You will often work in grey areas where standard processes need careful, case-by-case handling, and you will make well-reasoned decisions that balance customer satisfaction with financial, legal and reputational risk. ## What you'll do - Own high-risk cases end to end, from intake to final resolution, including escalations from frontline teams, senior leadership, partners and third parties such as government bodies or attorneys. Cases can run for days or weeks and need persistence and clear accountability. - Speak with customers/partners by phone, video or in person when needed, to resolve escalations, explain outcomes and protect the relationship. - Work closely with Partner Success, Commercial and other teams in multiple locations, joining regular calls to align partner issues, risks and follow-ups. - De-escalate and negotiate with highly emotional, frustrated or sensitive customers who have already been through standard support, reaching resolutions that protect the customer relationship, our partners and the business. - Investigate complex situations by gathering and reconciling information from many, often conflicting, sources, and keep thorough, accurate and timely records of every action and decision. - Make sound, defensible decisions within your authority, and escalate promptly when financial, legal, regulatory, privacy, safety or reputational thresholds are reached. - Turn complex cases into short, factual updates for senior leaders and, where needed, regulators, focused on impact, resolution and preventing recurrence. - Partner with teams such as Legal, Fraud, Finance, Public Relations, Product, Technology and Supply, clearly explaining what you need and why it matters, and influencing action without direct authority. - Identify major errors, fraud indicators or suspicious customer or property behavior, and act to reduce risk to customers, partners and the company. - Respond quickly to critical incidents and urgent escalations, coordinating stakeholders and keeping communication clear under pressure. - Prioritize a complex caseload by business risk, financial impact and deadlines rather than arrival order, and adjust quickly as new information comes in. - Analyze case trends and run root-cause analysis to find systemic gaps, take part in post-incident reviews, and propose preventive improvements. - Turn new or unusual case resolutions into clear, reusable guidance for the wider team, and flag procedures that need updating. - Give respectful, constructive feedback to frontline teams to improve case handling and prevent repeat errors, and ensure smooth handover of cases. What you'll need to succeed: - At least 4-5 years of relevant experience in customer escalations, complaints resolution, incident management or partner-facing support. - Excellent written and spoken English, with the ability to explain complex situations clearly and confidently to anyone, from upset customers to partners and senior executives. - Confidence speaking directly with business partners and senior stakeholders, with excellent phone and email manner. - Strong listening, negotiation and de-escalation skills, and emotional resilience to stay objective and professional under pressure. - Sound judgment in ambiguous situations, with a critical-thinking, investigative approach and close attention to detail. - A data-driven approach: comfort using data and case trends to spot systemic issues and support recommendations. - A strong understanding of compliance, data privacy and risk, and a commitment to keeping actions and communications within legal and regulatory requirements. - A high degree of integrity, impartiality and confidentiality when handling sensitive cases. - The ability to manage your own caseload independently and to work well in a diverse, cross-functional team. - 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 with limited information, and knowledge of incident management processes. - SQL or similar data skills to analyze trends in customer issues and support data-driven decisions. - Experience in travel, hospitality or online marketplaces. Working hours and location - Core working hours follow US Central Time including weekdays and weekends. On-call or extended hours may be needed on an ad hoc basis to meet business needs. - Hybrid working with office 3 days a week. - Location: - Chicago, Illinois, USA - Dallas, Texas USA 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 merits 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. Diversity at Rocket Travel by Agoda Rocket Travel by Agoda is dedicated to creating a diverse, equitable, and inclusive workplace where everyone has the opportunity to reach new heights in their career. We encourage all applicants looking to expand their knowledge working alongside talented, dedicated colleagues to apply to our team. Note on general employment requirements Candidates should be authorized to accept employment in the US from any employer and must be able to work a hybrid work schedule with 2-3 days per week in the stated physical office (unless otherwise indicated). ## Equal Opportunity Employer At Rocket Travel by Agoda, we pride ourselves on being companies 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 Rocket Travel by Agoda is based solely on a person’s merit and qualifications. We are committed to providing equal employment opportunities 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 Rocket Travel by Agoda’s privacy policy. Find our applicant policy here: https://www.rockettravel.com/privacy-policy E-Verify Program Participant We are an E-Verify employer – meaning that your Form I-9 information will be provided to the federal government to confirm that you are authorized to work in the U.S. For more information, please view: [E-Verify Participation Poster](https://www.e-verify.gov/sites/default/files/everify/posters/EVerifyParticipationPoster.pdf) (English/Spanish) and [IER Right to Work Poster](https://www.e-verify.gov/sites/default/files/everify/posters/IER_RightToWorkPoster%20Eng_Es.pdf) (English/Spanish) ## About Rocket Travel, Inc. ## Company Overview - **One-liner**: Rocket Travel by Agoda is the B2B strategic partnerships arm of Agoda, a Booking Holdings company, that builds customized travel loyalty platforms and distribution solutions for global brands. - **Entity Type**: Private (subsidiary of Booking Holdings, which is publicly traded on NASDAQ under ticker BKNG) - **Headquarters**: Chicago, Illinois, United States - **Founded**: 2013 (launched as Rocketmiles.com) - **Founders**: Not publicly available ## Core Business - **Primary industry**: Travel technology / travel loyalty solutions - **Target customers**: B2B – airlines, financial services, telecommunications, and other large brands seeking to offer travel rewards; also serves hotels and accommodation providers via distribution and rate integrity tools. - **Mission statement**: “To reward every traveler’s journey by being the fastest and best partner to the world’s leading companies.” ## Products & Services - **White Label Platform**: A fully branded travel storefront that companies can use to run advanced loyalty programs – no rigid templates, uses premium supply and flexible rewards. - **Accommodation API**: Provides access to 31M+ lodging listings across 220+ countries and territories; claimed to meet or beat competitors 98.4% of the time. - **Global Distribution Network**: Enables partners to sell inventory on Agoda, Booking.com, Priceline, and 70,000+ affiliates in one step. - **Affiliate Partnerships**: Monetize audience via commission-based travel bookings. - **Performance Advertising**: High‑impact placements leveraging rich intent data to drive bookings. - **Rate Integrity / Wholesale Distribution Control**: Tools for hotels to monitor and enforce rate parity across distribution channels. ## Market Standing - **Valuation / Market Cap**: Not disclosed (subsidiary); Booking Holdings market cap is ~$150B+. - **Key Metrics**: Estimated annual revenue of $4.8M; total funding of $8.5M (Seed $2M in April 2013, Series A $6.5M in January 2014). - **Notable Investors / Partners**: Initial investors from 2013/2014 (not all named); parent company Booking Holdings; over 6,500 partner brands including airlines, financial services, and telecoms. - **Growth Signals**: LinkedIn follower growth of +28.9% year‑over‑year (10,995 followers); 16% user base growth and 12% increase in bookings per customer reported; operates in 15 countries; 124 employees. ## Competitive Advantages - **Booking Holdings ecosystem**: Access to the world’s largest online travel inventory (Agoda, Booking.com, Priceline) and deep market intelligence. - **Proven partner network**: Trusted by 6,500+ global brands across airlines, financial services, and telecommunications. - **Flexible, data‑driven technology**: API that frequently beats competitors on pricing and availability; agile approach to customization. - **Rate integrity solutions**: Real‑time visibility and enforcement capabilities to resolve rate leakage. ## Strategic Focus - Expand loyalty and white‑label travel programs for enterprise partners. - Strengthen rate parity and wholesale distribution controls for hotel partners. - Leverage Asia‑based supply and demand growth (Agoda’s strength). - Continuous investment in data science and measurement to optimize partner performance (e.g., repeat purchase rate growth, ROAS improvements). ## Why Work Here - **Culture values**: “Take ownership and make a difference,” “Be a scientist, experiment and measure,” “Move fast and be efficient,” “Rise together,” “Be direct and respectful,” “Do things the right way,” “Take moonshots.” - **Remote/hybrid policy**: Global company with remote and in‑person teams; offices in Chicago, New York, Bangkok, Bogotá, Kuala Lumpur, Manila, and Cebu. - **Benefits**: Competitive compensation, professional development, flexible work schedules, wellness programs, company‑sponsored travel, paid company holidays. - **Engineering & data focus**: Heavy emphasis on using data to support decisions, testing, and experimentation; roles in software engineering, product management, marketing analytics, and data science. ## Sources 1. [Rockettravel.com](https://www.rockettravel.com/) 2. [About Us | Rocket Travel by Agoda](https://www.rockettravel.com/about-us/main) 3. [Careers | Rocket Travel by Agoda](https://www.rockettravel.com/about-us/careers) 4. [LinkedIn – Rocket Travel by Agoda](https://www.linkedin.com/company/rocket-travel-inc-) 5. [Greenhouse – Jobs at Rocket Travel, Inc.](https://job-boards.greenhouse.io/rocketmiles/jobs/6681459) ## Other roles at Rocket Travel, Inc. - [Senior Product Manager, Product Systems](https://feeny.ai/job/senior-product-manager-product-systems-rocket-travel-inc-chicago-tz4akt55s2bk) — Chicago, IL - [Manager, B2B Communications](https://feeny.ai/job/manager-b2b-communications-rocket-travel-inc-new-york-rbf0x6j08j4g) — New York, NY - [Senior Support Specialist, Customer Satisfaction](https://feeny.ai/job/senior-support-specialist-customer-satisfaction-rocket-travel-inc-dallas-72473evx22pc) — Dallas, TX - [Partner Manager](https://feeny.ai/job/partner-manager-rocket-travel-inc-chicago-8bsc0hvxa3ag) — Chicago, IL - [Data Analyst - 6 months contract (No relocation)](https://feeny.ai/job/data-analyst-6-months-contract-no-relocation-rocket-travel-inc-bangkok-w7q2ekjndtdx) — Bangkok, Thailand - [Compliance Program Manager](https://feeny.ai/job/compliance-program-manager-rocket-travel-inc-chicago-9jm2dkm5cqhk) — Chicago, IL - [Executive Assistant](https://feeny.ai/job/executive-assistant-rocket-travel-inc-orlando-2vy8wnrjyq09) — Orlando, FL - [Marketing Consultant (Rocket Travel by Agoda)](https://feeny.ai/job/marketing-consultant-rocket-travel-by-agoda-rocket-travel-inc-chicago-xseqx9vbtpf8) — Chicago, IL / New York, NY - [Senior Marketing Analyst (Rocket Travel by Agoda)](https://feeny.ai/job/senior-marketing-analyst-rocket-travel-by-agoda-rocket-travel-inc-chicago-ewanhh9zqc1k) — Chicago, IL / New York, NY - [Senior Product Manager, White Label Loyalty Partners (Rocket Travel by Agoda)](https://feeny.ai/job/senior-product-manager-white-label-loyalty-partners-rocket-travel-by-agoda-x04ww3835pzx) — Chicago, IL