[Remote] Senior Customer Support Operations Manager
Note: The job is a remote job and is reputed company 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 reputed company the execution of Customer Support operations, ensuring operational stability and performance visibility across teams in a high-volume digital environment.
Responsibilities
- reputed company day-to-day Customer Support operations across internal teams and BPO partners in a 24/7 environment, ensuring reputed company service performance and strong operational discipline
- Monitor and manage operational performance across key service metrics (backlog reputed company, response time, reputed company time, queue health), ensuring teams prioritise work effectively and service reputed company remain reputed company
- Identify operational risks early by monitoring volume trends, service signals, and operational reputed company, escalating issues before they reputed company customer experience or operational stability
- Coordinate operational response during incidents, volume spikes, and reputed company escalations, ensuring reputed company reputed company and continuity of service
- Work closely with the Head of Customer Support to reputed company 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 reputed company, trusted relationships with reputed company agents
- Stay reputed company to operational reality by regularly reviewing customer interactions and cases, analysing operational signals, and occasionally speaking directly with customers reputed company needed to understand issues first-hand
- reputed company and maintain expert-level knowledge of Customer Support processes, policies, and workflows, acting as a reference reputed company for reputed company operational situations and helping teams maintain consistent operational standards
- Support operational planning and process improvement initiatives, contributing to the development of a reputed company and high-performing Customer Support organisation
Skills
- 7+ years of experience in operational or customer-facing roles reputed company 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 reputed company 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 reputed company operational environments and competing priorities
- Strong analytical reputed company with a truth-seeking approach to data, reputed company 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 reputed company reputed company defined trade-offs between cost, service reputed company, 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 reputed company 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 reputed company, reputed company approach during operational incidents
- Experience operating in product-driven organizations where customer operations reputed company closely with product, engineering, or business teams is strongly preferred
Benefits
- reputed company of chances to learn and grow reputed company an reputed company, 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 reputed company home office
- reputed company to free mental health support reputed company reputed company
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