Payment & Operations Support Team Manager (Based in Bangkok)

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 operations leaders & FIN stakeholders to provide targeted, actionable insights for improvement
  • Partner with project leaders, Change Enablement leaders & L&D to provide people/process/system insights and improvement suggestions
• Own issue improvement
• Lead deep-dive investigations into recurring or high-impact payment issues
• Drive and/or participate in mini-projects and process improvement initiatives end-to-end
• Instill a continuous improvement mindset across the team — championing a culture where every inefficiency is an opportunity
• Onboard new Payment & Ops Support Specialists
  • Coach and mentor new Payment & Ops Support specialists

What you'll Need to Succeed:

Experience: 6+ years of blended experience in payment operations, financial services, customer support, or contact center operations, with a minimum of 2 years in a people-management or managerial role.

Payment operations expertise: Direct experience handling payment escalations, refunds, chargebacks, disputes, authorizations, reconciliation, or gateway-level issue resolution

Financial services background: Hands-on professional experience at a payment gateway, fintech company, e-wallet provider, digital bank, merchant acquirer, or card scheme is strongly preferred

Data acumen: Strong ability to analyze operational data, identify trends, and present insights clearly; proficiency in Excel and PowerPoint is required; SQL, Tableau, or BI tools are a strong advantage

Risk & compliance awareness: Understanding of financial controls, regulatory requirements, customer risk, and opportunities to prevent errors, financial loss, and compliance incidents.

Effective communication: Ability to explain payment and operational findings to stakeholders and produce clear reports, summaries, and improvement recommendations.

People management: Demonstrated ability to coach, mentor, motivate, and manage team productivity, quality, attendance, and performance.

Problem solving & continuous improvement: Ability to investigate complex, multi-layered issues, define root causes, and drive resolution independently

Teamwork & collaboration: Trusted partner across multiple functions, including Operations, Finance, Payments, Risk, and Compliance; reliable under pressure.

Ownership: Demonstrated ownership, accountability, attention to detail, and resilience in fast-paced, dynamic, multicultural environments.

English proficiency: Excellent command of spoken and written English; the ability to speak and write in any additional language will be preferred.

It’s Great if you have:

• Experience with payment gateways, card schemes, merchant acquiring, digital wallets, fraud operations, or transaction monitoring.
• Knowledge of Agoda products, payment processes, and post-booking customer-service procedures.
• Consistency and reliability / Flexibility and agility
• Emotional intelligence & control, calm, patient
• Empathy and common sense
• Strong facilitation and presentation skills
• Freedom from prejudice, able to evaluate without biases
• Leadership skills - ability to lead and organize small group of individuals
• Presentation (Excel, PowerPoint)

Working Shift : 5 days rotating shift schedule, with weekends and Public Holiday included (shifts rotate throughout the week). Additional working hours may be required based on specific business needs.

Location: This position will be working in Bangkok, Thailand. Relocation support eligibility is provided.

Selection Steps:
Qualification/Suitability check -> SHL G+ -> First interview with Payment RCSM -> Candidates who pass the 1st interview will proceed to final interview with Lead SPM