Regional Customer Service Manager (Based in Yokohama)

Agoda
Yokohama
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 10+ yearsSkills: ["People leadership","Communication","Problem-solving","Data-driven thinking","Coaching","Stakeholder management","Change management","Decision-making"]

Lead regional customer service teams supporting Japanese-language customers across voice, email, chat, and back-office activities. Drive performance and goal setting through people leadership, frequent check-ins, and collaboration with cross-functional partners (WFM, Content, Finance, Operational Excellence, Analytics, and Talent Management). Use an agile, data-driven approach to design and run experiments, improve customer satisfaction drivers, review QA insights and feedback, and present results to senior leaders.

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Agoda
Agoda
19 hours ago

Regional Customer Service Manager (Based in Yokohama)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 14 hours agoStatus: Live

Job Summary

Lead regional customer service teams supporting Japanese-language customers across voice, email, chat, and back-office activities. Drive performance and goal setting through people leadership, frequent check-ins, and collaboration with cross-functional partners (WFM, Content, Finance, Operational Excellence, Analytics, and Talent Management). Use an agile, data-driven approach to design and run experiments, improve customer satisfaction drivers, review QA insights and feedback, and present results to senior leaders.
Location: Yokohama
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Lead and manage customer service teams supporting Japanese-language customers across voice, email, chat, and back-office activities.
  • •Provide vision, leadership, and guidance to team leaders and associates through performance and goal setting.
  • •Translate customer and QA insights into actionable solutions, including addressing drivers of customer satisfaction/dissatisfaction.
  • •Design and run experiments using an agile, data-driven approach to drive solutions for the region.
  • •Collaborate with cross-functional teams and present results and recommendations to senior leaders and stakeholders.

Key Requirements

  • •Minimum 10 years of work experience, including at least 3 years in a senior role with operational responsibilities such as contact center and vendor management at scale.
  • •Excellent verbal and written communication skills in English and Japanese.
  • •Strong problem-solving skills to identify improvement opportunities for customer experience and efficiency using a data-driven approach.
  • •Ability to lead or support multiple initiatives concurrently in a fast-paced environment.
  • •Proven track record leading change and coaching/partnering with L&D to drive continuous improvement.
Experience:10+ yearsCustomer supportContact centerTravelE-commerceOnline travel
Skills:People leadershipCommunicationProblem-solvingData-driven thinkingCoachingStakeholder managementChange managementDecision-making
Certifications:PMPSix SigmaCOPC
Languages:EnglishJapanese

Eligibility

Work Authorization:Sponsorship available.

Company Brief

Agoda
Agoda operates a global online travel booking platform offering hotels, vacation rentals, flights, and other travel services. It provides price comparison, deals, and booking management for leisure and business travelers worldwide.
Industry: TravelTech
Company Size: Enterprise (1,001+ employees)
Growth: Established Company
Headquarters: Singapore, Singapore
Founded: 2005
Glassdoor
Glassdoor: 3.8
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