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Work content:- Operation Management: Oversee the daily operations of the customer service team to ensure efficient and compliant service delivery and improve customer satisfaction. - Process Optimization: Develop and implement Standard Operating Procedures (SOPs), especially for verification processes (such as age or content verification), to improve efficiency and reduce errors. - Work allocation and handover: Coordinate work allocation (for example, complete task handover within 2 days) to ensure a smooth process. - Team Leader: Recruit, train and coach customer service teams to improve performance and promote a positive company culture. - Budget and Resource Management: Manage operating budgets, optimize allocation of human and technical resources (such as PowerBI, Tableau, Database, CRM tools), and ensure cost-effectiveness. - Performance Monitoring: Track key performance indicators (KPIs) such as response time, chat volume, and customer satisfaction, and develop improvement strategies based on the data. - Compliance: Ensure operational processes comply with Taiwan labor regulations and company policies, including verification or content review standards. Requirements: - Excellent leadership, communication and problem solving skills. - Familiar with CRM systems (such as Zendesk, Salesforce) and data analysis tools. - Understand customer service industry standards. - Ability to travel domestically and internationally and be flexible to work occasional evening or weekend shifts. Other conditions:- Able to complete project tasks independently, find solutions independently, and have strong learning ability. - Good working attitude and high teamwork cooperation. - High stress resistance and the ability to flexibly cope with different work challenges. - Can be partially distal. We offer - Continuously optimize and grow salary and benefits. - A working environment full of challenges and growth opportunities. - A team atmosphere that supports and encourages innovative thinking.

This position is based in Bangkok, Thailand (Relocation Provided)Get to Know our Team:The Full Stack Engineering Department builds the Agoda web and app products. We have several teams in front-end focusing on different aspects of our products including accommodations, flights, payments, marketing, post-booking services, and more. Agoda’s marketplace is the world. We build localized and optimized user experiences at scale on every major internet platform. These include our mobile websites, native apps, and desktop sites. We hire people from around the world who have a passion for using technology to create and implement the best user experiences. Our teams work on the full stack and build end-to-end systems including user interfaces, APIs, backend systems, and database systems. Our products are always evolving and under experimentation. We accomplish this by having an amazing degree of automation, CI/CD systems, and use a modularized approach. As we are data driven and measure our results, we continually innovate and improve our work. We are looking for the next great talent who strives to learn and grow and has a standard of excellence, strong sense of ownership, and great technical skills. The Opportunity:Lead engineer is the key role in our technology organization working together with individual contributors and senior leadership. Our Lead engineers are heavily involved in the hiring and mentoring process and are the go-to people who design and implement new systems and components. We are looking for people who are passionate to take on more responsibility and driving major architectural changes in Agoda. It’s expected from you in this role as Lead engineer to push Agoda forward technically by adopting new technologies and setting higher standards.Engineering Culture at Agoda TechOur engineering team works on cutting-edge technologies and innovative engineering culture to ensure we create a seamless user experience. We now serve over a million customers daily, offering the best deals on our inventory of 4M+ properties! Our users love us with a rating of 4.6/4.7 and have been awarded the Editor’s Choice in the Google Play store.At Agoda, we emphasize data-driven & agile development approaches. We believe technical excellence is the core agility across the company, which is why we continuously invest in the best engineering practices.