Compared with the selected benchmark ("All roles in Bangkok, Thailand"), this listing's salary midpoint is about 90% lower. The offer sits below the benchmark range (€9,260–€13,890). Range-width comparison is limited because one of the salary bands is incomplete. This benchmark is based on 3 comparable listings.

Monthly salary comparison for Payment & Operations Support Manager
Market	Lower bound (25th percentile)	Median	Upper bound (75th percentile)
All roles in Bangkok, Thailand	€9,260/per month	€13,890/per month	€13,890/per month

About the role

The Booking & Ops Support team is responsible for providing high quality customer support to Agoda customers, with a primary focus on payment solutions. The team provides escalated payment related support, manages manual processing needs for payments and refunds across global and local methods, and supports post-booking customer service. The role includes leading a team, mentoring, KPI/SLAs, recruitment collaboration, and cross-functional partnerships. Location: Bangkok, Thailand. Working shift: 5 days rotating; relocation support provided.

Job Details

Responsibilities

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
Oversees traffic distribution, reporting and analysis; Liaise with stakeholders to source and distribute data
Analyze operational data to uncover trends, root causes, and improvement opportunities; leverage Excel, SQL, Tableau or BI tools
Monitor and analyze Payment insights; review compliance opportunities; identify patterns and escalate root causes
Partner with stakeholders to drive continuous improvement; engage with operations leaders & FIN; provide insights
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; instill a continuous improvement mindset
Onboard new Payment & Ops Support Specialists; coach and mentor new specialists
What you’ll Need to Succeed: English proficiency; 5 days rotating shifts; Bangkok location with relocation support
Location: Bangkok, Thailand; Relocation support; Selection Steps: interviews and tests
Relocation support is provided and Bangkok-based with a rotating shift schedule.

Requirements

6+ years of blended experience in payment operations, financial services, project management, customer support, or contact center operations, with a minimum of 2 years in a people-management or managerial role.
Direct experience handling payment escalations, refunds, chargebacks, disputes, authorizations, reconciliation, or gateway-level issue resolution
Hands-on professional experience at a payment gateway, fintech company, e-wallet provider, digital bank, merchant acquirer, or card scheme is strongly preferred
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
Understanding of financial controls, regulatory requirements, customer risk, and opportunities to prevent errors, financial loss, and compliance incidents.
Excellent command of spoken and written English; ability to speak and write in any additional language preferred
Experience with payment gateways, card schemes, merchant acquiring, digital wallets, fraud operations, or transaction monitoring