Senior Customer Support Operations Manager

Job not on LinkedIn

🔥 0 minutes ago

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

Vio.com

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2016

🛍️ eCommerce

👥 B2C

eCommerce • B2C • Travel

Vio. com is a leading online platform that simplifies the travel booking experience for users. It offers a comprehensive range of travel services, including hotel reservations, flight bookings, and car rentals, all designed to provide customers with seamless access to their travel needs. With a focus on user-friendly interfaces and competitive pricing, Vio. com caters to both leisure and business travelers, ensuring a wide selection of options for various travel preferences.

📋 Description

• Lead day-to-day Customer Support operations across internal teams and BPO partners in a 24/7 environment, ensuring stable service performance and strong operational discipline. • Monitor and manage operational performance across key service metrics (backlog levels, response time, resolution time, queue health), ensuring teams prioritise work effectively and service levels remain stable. • Identify operational risks early by monitoring volume trends, service signals, and operational capacity, escalating issues before they impact customer experience or operational stability. • Coordinate operational response during incidents, volume spikes, and complex escalations, ensuring structured resolution and continuity of service. • Work closely with the Head of Customer Support to align on operational priorities and trade-offs, balancing service performance, operational cost, partner constraints, and team sustainability. • Maintain strong operational visibility across the organisation, working closely with Team Leads while also building direct, trusted relationships with frontline agents. • Stay close to operational reality by regularly reviewing customer interactions and cases, analysing operational signals, and occasionally speaking directly with customers when needed to understand issues first-hand. • Develop and maintain expert-level knowledge of Customer Support processes, policies, and workflows, acting as a reference point for complex operational situations and helping teams maintain consistent operational standards. • Support operational planning and process improvement initiatives, contributing to the development of a scalable and high-performing Customer Support organisation.

🎯 Requirements

• 7+ years of experience in operational or customer-facing roles within digital platforms or technology-driven environments • 3–5+ years managing support or operations teams in a 24/7 environment • Experience leading high-volume customer operations within online platforms, marketplaces, fintech, mobility, travel, or similar digital services • Experience managing support teams of 30+ agents (directly or through Team Leads) in environments handling 1,000+ daily customer contacts or tickets • Experience working with internal operational teams and external service partners • Ability to manage complex operational environments and competing priorities • Strong analytical mindset with a truth-seeking approach to data, able to challenge surface-level metrics and identify the underlying operational reality • Ability to identify operational risks early and escalate them appropriately • Ability to execute operational priorities within clearly defined trade-offs between cost, service levels, customer experience, partners’ performance, and Team health as agreed with the Head of Customer Support • Strong operational planning and deadline awareness • Strong prioritization and decision-making under pressure • Team leadership and development, with a focus on coaching, mentoring, and building high-performing, resilient teams • Change management expertise, including guiding teams through operational and organizational changes while maintaining stability and engagement • Ability to balance operational performance with sustainable team practices • Ability to communicate and coordinate effectively across teams and partners while maintaining a calm, structured approach during operational incidents.

🏖️ Benefits

• Plenty of chances to learn and grow within an open, diverse culture which promotes knowledge sharing, trust and transparency; • A great compensation package, perks and benefits (including significant stock appreciation rights); • Flexible time off (take as many holidays as you need) and a chance to work remotely; • You will be part of a highly international team that enjoys working, eating and playing together in one of the best office locations in Amsterdam; • We value good food and offer catered lunches from various cuisines, great coffee, and the occasional barbecue in our garden; • We enjoy getting together to celebrate our wins with company events in Amsterdam and abroad; • A budget for your dream home office; • Access to free mental health support via OpenUp.