Customer Service, Escalation - Team Manager (Hindi)

Overview

Lead a team of CSI specialists who handle Agoda's most complex, high-risk customer escalations, coaching the team, owning its performance, and driving root-cause fixes.

What you'll do

• Coach, mentor and manage a team of CSI specialists, building a culture of excellence, accountability and continuous learning.
• Set clear expectations, give regular feedback, manage performance and development plans, and address performance or behaviour gaps directly.
• Coach beyond the task at hand so your team builds strong critical thinking and problem-solving skills for complex escalations.
• Own your goals and projects from start to finish, whether assigned to you or self-started, tracking progress and reporting on results.
• Be the key decision-maker for your team during complex, high-stakes escalations, giving clear direction, managing stakeholder communication and steering cases to controlled resolution.
• Prioritise your team's time when several high-stakes events happen at once, and turn complex issues into short, clear updates with next steps for senior leadership.
• Find the root causes of recurring escalations and push for lasting fixes, not just quick workarounds.
• Suggest improvements and take part in lessons-learned reviews after escalations or incidents, sharing what you learn.
• Build strong relationships with internal partners such as Legal, Public Relations, Product, Supply and senior leadership, influencing without direct authority to clear blockers.
• Balance requests from different leaders against your team's capacity and push back on escalations or work that do not belong with the team.
• Manage your team's escalation queue and backlog, watch incoming case volumes and unusual patterns in routing, volumes or team performance, and act quickly to meet service levels.
• Use raw data, dashboards and performance reports to diagnose gaps, suggest improvements and build the case for change.
• Own an assigned area of operations: put new and existing processes into practice and keep procedures and documentation current and accurate.
• Manage team members fairly and consistently, find performance gaps, build action plans to close them, and follow them through.
• Oversee quality checks and related training, holding the team to high standards of case handling and customer conduct.
• Treat team morale as a core part of the job, using engagement surveys and keeping experienced specialists motivated and growing.
• Delegate and share responsibilities so the team does not rely on you for every decision, help grow future leaders, and run engaging team meetings that lead to action.
• Take part in hiring, including screening and interviewing candidates, and help plan staffing and shift coverage.

What you'll need

• People management experience leading a team of 8 or more in a contact centre or customer support environment, escalation or senior specialist setting.
• Excellent spoken and written English and Hindi, with the ability to explain complex situations clearly and confidently to anyone, from upset customers to senior executives, including short, clear updates for senior leaders.
• Willingness to work 24/7 rotational shifts, including weekends and public holidays.
• A strong track record of reviewing, improving and running processes that lift efficiency and team performance.
• A focus that goes beyond numbers: you care about the quality of each resolution and the customer's whole experience, and you can balance customer needs with business risk and policy.
• Experience influencing teams such as Legal, Public Relations, Product or Supply without direct authority, managing senior leaders' expectations and pushing back when needed to protect your team's focus.
• The ability to manage several projects and deadlines at the same time.
• A calm, professional and respectful approach under pressure, with the ability to prioritise well when several high-stakes issues land at once.
• Comfort with ambiguity and fast change, and openness to feedback: you ask your manager, peers and team for it, and act on it.
• Proven experience in hiring, training, coaching and managing people.
• Good working knowledge of AI tools, SQL, Tableau or similar data tools, plus Microsoft Word, Excel and PowerPoint, and the ability to present data clearly to suit your audience.

Nice to have

• 3-4 or more years of people management in a high-stakes setting such as complex escalations, incident management, dispute resolution or a similar support function.
• Experience managing remote teams.
• Experience working with complaints raised through government or consumer protection bodies, social media escalations, legal-threat cases, chargeback (card payment dispute) risk, or executive escalations.
• Additional languages.

Details

• Location: Gurgaon based only; no visa or relocation will be provided.
• Hybrid working with office 3 days a week.
• Shift: available to work 24x7 rotations; the role may in future support a rotational shift pattern giving 7-day coverage, including weekends and public holidays.