Payment & Operations Support Team Manager (Based in Bangkok)

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:

The Payment & Ops Support team is responsible for providing high quality customer support to Agoda customers, with a primary focus on payment solutions.

The Payment & Ops Support team provide Agoda customers & internal stakeholders with escalated payment related support, manage manual processing needs as part of delivering payments and refunds across global and local payment methods. The Payment & Ops Support team provide a high standard of post-booking customer service supporting the remediation & processing of payment requests and assisting frontline agents.

The teams prides ourselves on outstanding attention to details, commitment, and full dedication to what they do.

The Payment & Ops support team strives to protect Agoda from regulatory incidents & financial loss through identifying & preventing compliance opportunities.

The Opportunity:

Our team supports all Agoda languages with representation from most teams. We operate with a strong sense of teamwork to support each other through sharing workload, skills & information, productivity & language support. We connect regularly through team meetings, training sessions and team fun events as well as catch ups with team leaders.

In this Role, you'll get to:

Lead a team of Payment & Ops Support specialists

Lead, develop, and inspire a team of Payment & Operations Support Specialists

Set clear performance expectations and monitor team productivity and quality through structured KPIs and SLAs

Provide consistent, constructive coaching and performance feedback; identify gaps early and implement targeted action plans

Manage attendance, conduct, and team wellbeing with empathy and consistency

Drive talent growth by participating in recruitment, onboarding, and career development conversations

Act as a deputy for the Regional Customer Services Manager when required

Support agents managing payment related cases:

Processing payment escalations

Interco/Merchant Commission Escalations

Cancelling & manually authorizing complex payments

Processing stuck refund via logging in to payment gateways’ interfaces

Serve as a subject-matter expert — applying real-world payment industry knowledge to diagnose, triage, and resolve operational issues quickly

Oversees traffic distribution, reporting and analysis

Liaise with relevant stakeholders to source and distribute data for evaluation

Analyze operational data to uncover trends, root causes, and improvement opportunities

Leverage tools such as Excel, SQL, Tableau, or equivalent BI tools to translate raw data into actionable insights

Coordinate & delegate task ownership among team

Monitor and analyze Payment insights

Review and identify compliance opportunities across SOP, system process & regulatory requirements across a range of priority topics

Find and escalate root cause drivers of opportunities, identifying patterns and trends across teams

Identify and escalate business process & system improvement opportunities to improve customer experience, agent adherence and reduce inefficiencies/financial loss

Partner & liaise with a range of stakeholders to drive continuous improvement

Engage with op