Note: The job is a remote job and is open to candidates in USA. Vio is one of the world’s fastest-growing travel tech platforms, dedicated to making accommodation booking smart, fair, and effortless. They are seeking a Senior Customer Support Operations Manager to lead the execution of Customer Support operations, ensuring operational stability and performance visibility across teams in a high-volume digital environment.
Responsibilities
- 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
Skills
- 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
- Experience operating in product-driven organizations where customer operations interact closely with product, engineering, or business teams is strongly preferred
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
Company Overview