Customer Experience Specialist – Bilingual (Fluent in Portuguese & English) | Cairo, Egypt

Senior Incident Management Specialist

Agoda

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 Customer Experience Group (CEG) Incident Management (IM) team at Agoda plays a critical role in ensuring operational continuity during unexpected events affecting our customers and partners. We manage the response to a wide range of technical and non-technical incidents including natural disasters, political unrest, global health emergencies, travel disruptions, and regulatory, pricing or product changes. Our team coordinates cross-functional stakeholders, develops response strategies, and implements mitigation measures to minimize impact on our customers, partners, and business operations. We are the central team with CEG that translates chaotic situations into organized, effective responses.    Role Overview  As a Senior Incident Management Specialist, you will lead Agoda's response to complex incidents that impact our customers, partners, and business operations. You will be responsible for rapidly assessing emerging situations, coordinating cross-functional teams, developing strategic response plans, and ensuring clear communication throughout the incident lifecycle with all involved parties. You will serve as the driver in CEG for incidents with technical and non-technical teams and business stakeholders, ensuring everyone understands impact, priorities, and resolution progress during these events.  This role requires exceptional leadership in ambiguous, high-pressure situations where you must make decisive judgments based on limited information and manage emotions of multiple individuals with competing priorities, often on very tight timelines. You will own end-to-end incident management from initial detection through resolution and post-incident analysis (lessons learned), ensuring we continuously improve our response capabilities.  Most critically, this role requires you to drive ownership and accountability for action items during and after incidents to prevent future recurrences. Your ability to translate insights into concrete improvements across teams will be essential for strengthening our operational resilience.  You must be able to host incident calls (war rooms) to coordinate stakeholders across different business functions, whilst maintaining laser focus on immediate mitigation while simultaneously driving longer-term solutions. As such, you must be comfortable and exceptional at influencing stakeholders. The ability to navigate organizational dynamics, gain commitment from teams without direct authority, and ensure participants remain engaged and accountable throughout the incident lifecycle is a must. You must be able to think critically and challenge conventional approaches, asking questions to identify further problems or connections.    Core Responsibilities  * Lead and coordinate Agoda's CEG response to incidents impacting customers, partners and/or CEG’s ability to maintain operational stability. This includes natural disasters, system outages, platform issues, political events, global health emergencies, or configuration issues (pricing, promotion, etc.) affecting our customers, partners, and internal operations.  * Rapidly assess incident severity/classification and impact scope, establish structured incident command, define clear stakeholder roles, and develop comprehensive response strategies that balance customer experience with business requirements.  * Host and facilitate effective war rooms during critical incidents, ensuring focused mitigation efforts while maintaining stakeholder engagement and driving consensus on complex decisions with limited information.  * Design and implement communication frameworks for different audience types (SLT, frontline, customers, partners) that provide appropriate transparency and actionable updates throughout the incident lifecycle.  * Conduct thorough root cause analysis sessions (lessons learned) that identify systemic vulnerabilities, transform incidents into organizational learning opportunities, and drive accountability for preventative actions across teams.  * Develop and maintain comprehensive incident documentation, including incident updates, reports, timelines, action trackers, and lessons learned that capture essential context, insights and future actions.  * Create and regularly update incident response playbooks, communication templates, and decision frameworks that enable swift, consistent responses to recurring incident types.  * Analyze incident patterns and trends using data visualization and analytical techniques to identify emerging risks, recurring issues, and opportunities for proactive intervention.  * Establish strategic relationships with key stakeholders across Agoda, Booking Holdings sister companies, and external partners to strengthen coordination capabilities during incidents.  * Challenge conventional thinking and apply creative problem-solving approaches that reveal innovative solutions to complex incident scenarios.  * Provide coaching and mentoring to stakeholders on effective incident response techniques, ensuring organizational capability development beyond the immediate team.    The candidate should meet the following requirements  * 5+ years of experience in incident management, crisis response, business continuity, or operations management, preferably in the travel, e-commerce, or technology sectors.  * Hands-on experience with Jira Service Management or similar ITSM tooling.  * Exceptional communication skills with an ability to craft clear, concise messaging tailored to different audience types, from technical teams to executive leadership in English.  * Strong facilitation abilities for leading structured discussions, war rooms, and post-incident reviews to drive measurable outcomes.  * Adaptability and resilience in high-pressure situations with the ability to maintain clear thinking and effective decision-making during prolonged incident response.  * Analytical mindset with capacity to identify patterns across incidents, recognize systemic issues, and translate insights into actionable improvement recommendations.  * SQL knowledge is a must have as this role requires significant data extraction, review and presentation to support data-driven decision making. Experience with data analysis and visualization techniques is essential.  * Excellent listening and negotiation skills, a critical thinker with attention to detail – are key components of the role.  * Ability to work both in a highly diversified team environment and autonomously, with a high degree of integrity and confidentiality.  * Knowledge of formal incident management methodologies (ITIL, NIMS, ICS) and business continuity frameworks.  * Demonstrate flexibility in working hours as required by the business, given the role may require working fixed and rotational shifts supporting a 24x7 model.    Not required but good to have  * Project management experience, demonstrating the ability to track multiple workstreams and dependencies.  * Experience creating and delivering training or simulation exercises to build organizational response capabilities.    Working Hours  As the team and operations continue to scale, the role will require the need to support a 24/7 operating model within a hybrid RTO model.     Location  We welcome applications from employees based in Cairo (Egypt) or Kuala Lumpur (Malaysia) supporting the core hours mentioned above. No relocation/visa support will be provided for this role.        PLEASE REVIEW OUR HIRING PROCESS GUIDELINES BEFORE YOUR INTERVIEW — CLICK HERE TO LEARN HOW INTERVIEWING AT AGODA WORKS.     DISCOVER MORE ABOUT WORKING AT AGODA * Agoda Careers https://careersatagoda.com * Facebook https://www.facebook.com/agodacareers/ * LinkedIn https://www.linkedin.com/company/agoda * YouTube https://www.youtube.com/agodalife   Equal Opportunity Employer  At Agoda, we pride ourselves on being a company represented by people of all different backgrounds and orientations. We prioritize attracting diverse talent and cultivating an inclusive environment that encourages collaboration and innovation. Employment at Agoda is based solely on a person’s merit and qualifications. We are committed to providing equal employment opportunity regardless of sex, age, race, color, national origin, religion, marital status, pregnancy, sexual orientation, gender identity, disability, citizenship, veteran or military status, and other legally protected characteristics. We will keep your application on file so that we can consider you for future vacancies and you can always ask to have your details removed from the file. For more details please read our privacy policy. Disclaimer We do not accept any terms or conditions, nor do we recognize any agency’s representation of a candidate, from unsolicited third-party or agency submissions. If we receive unsolicited or speculative CVs, we reserve the right to contact and hire the candidate directly without any obligation to pay a recruitment fee.

Communication Specialist

Unknown Employer

NAVEX, we’re making the world a better place. A safer place. A more ethical place. A place where anyone, anywhere can have a voice. That’s a serious impact. As our Communication Specialist, you will capture highly sensitive information via inbound calls pertaining to confidential workplace concerns, unethical issues, and violations. This enables our customers around the world to gain insight on how they can protect their employees and improve their work environments while minimizing organizational risk.  The nature of these reports may involve stressful situations or topics that could be personally offensive.    As a member of our Contact Center team, you will support our flagship product for Hotline & Incident Management services by creating an exceptional customer experience.  You will work with an amazing group of people committed to your success and growth and your contributions will directly impact our organizational goals!    With many of our team members fluent in languages beyond English, our Bilingual Customer Service Agents have a shared commitment to provide outstanding service that wows our customers and directly influences our outstanding customer retention rate.  At NAVEX, you will work in a remote role and thrive alongside an engaged and collaborative team invested in supporting your success! What you’ll get:  * Meaningful Purpose. Your work helps organizations operate with integrity and protect their people—at a scale few companies can match. * High-Performance Environment. We move with urgency, set ambitious goals, and expect excellence. You’ll be trusted with real ownership and supported to do the best work of your career. * Candid, Supportive Culture. We communicate openly, challenge ideas—not people—and value teammates who embrace bold thinking and continuous improvement. * Growth That Matters. You can count on authentic feedback, strong accountability, and leaders invested in your success so you can achieve real growth. * Rewards for Results. We provide clear, competitive compensation designed to recognize measurable outcomes and real impact. What you'll do: * Engage each reporter with the utmost honor, care and concern; instill confidence that their information will be handled appropriately and that their experience matters  * Answer calls from various industries in a timely manner and follow the intake process for all customers while exercising a high degree of good judgment to ensure a caller’s needs are met   * Lead the reporter through a guided interview process, asking appropriate questions regarding their experience and giving extra attention to the quality and accuracy of report details  * Hold all reports in strict confidence, both internally and externally  * Assist with special projects and other departmental responsibilities as assigned  * Arrive to your scheduled shift on time and retain schedule flexibility with 24/7 operation that may change from time to time  * Advance NAVEX's goals and operational effectiveness by learning and using AI-based tools What you'll bring: * Outstanding customer service skills with strong customer and results orientation * The ability to demonstrate emotional resilience.  Remaining calm and composed when processing difficult information in distressing situations * Weekend availability is required—applicants must be able to work at least one weekend day per week. * A quiet, secure home office or workspace to temporarily perform all duties in a remote environment with a recommended internet speed of 25 mbps download and 10 mbps upload * Minimum typing speed of 35 WPM * The ability to multi-task while interviewing callers and capturing details in a written report with strong accuracy and attention to detail  * Experience using MS Office and the ability to easily navigate proprietary software applications * The desire to learn, explore, and experiment with AI tools * A commitment to ethical and inclusive use of AI in our hiring and workplace practices * Culture Agility. Comfort working in a fast-paced, candid environment that values innovation, healthy debate, and follow-through * AI Readiness. Curiosity and willingness to use AI and emerging technologies to elevate your work and deliver smarter outcomes Our side of the deal: * We’ll be clear, we’ll move fast, and we’ll invest in your success. You deserve to be supported, challenged, and rewarded for the impact you make—and we commit to doing that every step of the way. * The starting pay for this role is $15.50 per hour. The starting pay for the Bilingual role is $17.50 per hour. Discover how you can grow, lead, and make an impact by visiting our career page to learn more. NAVEX is an equal opportunity employer committed to including individuals of all backgrounds, including those with disabilities and veteran status.

Onboarding Consultant I, EC - Multilingual Onboarding (Spanish)

Toast

Toast creates technology to help restaurants and local businesses succeed in a digital world, helping business owners operate, increase sales, engage customers, and keep employees happy. A day in the life As an Onboarding Consultant MLO, Toast’s way of saying an “Implementation Specialist”,  you serve as the customer’s relationship manager & point of contact from the time that the account purchases Toast Payroll, through the onboarding phase of the customer journey. You are expected to work autonomously under an Onboarding Manager to achieve monthly activation goals, prioritize work based on customer need and Toast requirements and deliver high quality customer interactions. To thrive as an Onboarding Consultant at Toast, you are flexible, motivated by aggressive growth goals, and excel in ambiguous environments!   What you'll do (Responsibilities) * Leverage your Toast Payroll product knowledge and project management skills to partner with restaurant owners during the Go-Live phase, and build out onboarding plans that will produce a high quality implementation and adoption experience.  Enable restaurant owners and staff to utilize Toast Payroll to create best practices for managing daily restaurant operations, configure the Payroll system to the customers' unique setup needs in order to maximize the benefits of their Toast purchase, such as decreasing payroll processing time, streamlining POS hours, and increasing efficiency * The Onboarding Consultant is responsible for guiding customer through initial onboarding steps, including setting up client databases utilizing information from the previous payroll provider or data provided by the client * Create & lead an onboarding training plan for each customer on how to leverage the Toast product configured to their business and workflow  * Manage several onboarding projects simultaneously, with a large book of business (60+ restaurants) in your backlog * Effectively collaborate with other Strategic Cuisines teams at Toast including but not limited to sales, onboarding, marketing, etc.  * Ensure the customer’s transition to Toast Payroll goes smoothly and that you are available throughout the implementation to assist and guide the customer remotely * Assist and guide by providing post-live guidance, troubleshoot problems or follow-up training as needed by the customer * Assist in translation of customer-facing resources English to Spanish as needed What you'll need to thrive (Requirements)  * Bilingual/Fluent in Spanish and English required - both verbal and written  * 3 + years of experience in a role responsible for customer satisfaction and business operations * Success operating independently and navigating competing priorities in a constantly changing environment * Proven track record of success in meeting and exceeding goals * Excellent communication, organizational, and influencing skills  What will help you stand out (Nonessential Skills/Nice to Haves) * Experience with Payroll/Payroll Service Provider * Experience with Salesforce CRM * Experience working in the tech industry or for a SAAS company  * Experience working in the restaurant or hospitality industry * Training, teaching, or development experience AI at Toast At Toast, one of our company values is that we're hungry to build and learn. We believe learning new AI tools empowers us to build for our customers faster, more independently, and with higher quality. We provide these tools across all disciplines, from Engineering and Product to Sales and Support, and are inspired by how our Toasters are already driving real value with them. The people who thrive here are those who embrace changes that let us build more for our customers; it’s a core part of our culture. Our Total Rewards Philosophy We strive to provide competitive compensation and benefits programs that help to attract, retain, and motivate the best and brightest people in our industry. Our total rewards package goes beyond great earnings potential and provides the means to a healthy lifestyle with the flexibility to meet Toasters’ changing needs. Learn more about our benefits at https://careers.toasttab.com/toast-benefits. The base salary range for this role is listed below. The starting salary will be determined based on skills, experience, and geographic location. In addition to base salary, our total rewards components include cash compensation (overtime, bonus/commissions if eligible), equity, and benefits. You can learn more about how we align pay with local labor markets in our Geographic Pay Zone Philosophy. Zone A $70,000—$80,000 USD Zone B $60,000—$70,000 USD Zone C $55,000—$65,000 USD How Toast Uses AI in its Hiring Process Throughout the hiring process, our goal is to get to know you. We use AI tools to support our recruiters and interviewers with tasks like note-taking, summarization, and documentation of interviews to ensure they can be fully focused on your conversation. All hiring decisions are made by people. To learn more: https://careers.toasttab.com/ai-in-hiring Our Approach to Hybrid Working We embrace a hybrid work model that fosters in-person collaboration while valuing individual needs. Our goal is to build a strong culture of connection as we work together to empower the hospitality community, regardless of location. Please visit the Locations page on our career site to learn more about our in-office expectations by region: https://careers.toasttab.com/locations-toast Diversity, Equity, and Inclusion is Baked into our Recipe for Success At Toast, our employees are our secret ingredient—when they thrive, we thrive. The restaurant industry is one of the most diverse, and we embrace that diversity with authenticity, inclusivity, respect, and humility. By embedding these principles into our culture and design, we create equitable opportunities for all and raise the bar in delivering exceptional experiences. We Thrive Together We embrace a hybrid work model that fosters in-person collaboration while valuing individual needs. Our goal is to build a strong culture of connection as we work together to empower the restaurant community. To learn more about how we work globally and regionally, check out: https://careers.toasttab.com/locations-toast. Apply today! Toast is committed to creating an accessible and inclusive hiring process. As part of this commitment, we strive to provide reasonable accommodations for persons with disabilities to enable them to access the hiring process. If you need an accommodation to access the job application or interview process, please contact candidateaccommodations@toasttab.com. ------ For roles in the United States, it is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.