Senior Customer Support Operations Manager

Stelle nicht auf LinkedIn

🕒 vor 2 Monaten

🇳🇱 Niederlande – Remote

⏰ Vollzeit

🟠 Senior

💝 Kundenservice

👻 Geisterscore 13%

Was es bedeutet: wie wahrscheinlich diese Stelle offen bleibt, ohne dass aktiv eingestellt wird.So liest du es: 60 % oder höher heißt, wir halten das für einen Geisterjob. Niedrigere Werte sind weniger bedenklich.Wie wir werten: Dauer offen, Neuveröffentlichungen, offene Stellen vs Teamgröße, wie schnell Stellen geschlossen werden, und ob ein Gehalt angegeben ist.Hinweis: eine Schätzung aus öffentlichen Daten, kein Urteil über das Unternehmen. Echte Stellen können hoch punkten, nutze es also als Hinweis, nicht als Fakt.

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Lebenslauf hochladen

Vio.com

WebsiteLinkedInAlle Stellen

51 - 200 Mitarbeiter

Gegründet 2016

🏨 Gastgewerbe

📦 Logistik

📣 Marketing

Hospitality • Logistics • Marketing

Vio. com ist eine führende Online-Plattform, die das Reisebuchungserlebnis für Nutzer vereinfacht. Sie bietet ein umfassendes Spektrum an Reisedienstleistungen, einschließlich Hotelreservierungen, Flugbuchungen und Autovermietungen, die alle darauf abzielen, Kunden einen nahtlosen Zugang zu ihren Reisebedürfnissen zu ermöglichen. Mit einem Fokus auf benutzerfreundliche Schnittstellen und wettbewerbsfähige Preise spricht Vio. com sowohl Freizeit- als auch Geschäftsreisende an und stellt eine große Auswahl an Optionen für verschiedene Reisepräferenzen sicher.

Beschreibung

• 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.

🎯 Anforderungen

• 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.

🏖️ Vorteile

• 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.