Senior Customer Support Operations Manager

Job description

At [Vio](http://Vio.com) we believe booking accommodation should feel smart, fair, and effortless — never overwhelming or unclear. As one of the world’s fastest-growing travel tech platforms, we help millions of users make smarter travel decisions by comparing stays across 100+ booking sites — so they can find the perfect place, at the best price, anywhere in the world. We cut through the noise and complexity of hotel and vacation rental booking, surfacing real value with clarity, transparency, and full support. No tricks. No confusion. Just great stays — booked with confidence. With operations in 100+ markets and growing fast, our mission is to reshape how people discover and book accommodation through technology travelers can trust. We are looking for a **Senior Customer Support Operations Manager** to lead the day-to-day execution of Customer Support operations in a high-volume digital environment. This role ensures operational stability, execution discipline, and performance visibility across internal teams and BPO partners operating in a **24/7 support environment**. Working closely with the Head of Customer Support and the existing operational coordination layer, this role ensures that daily operations run smoothly, operational risks are identified early, and service performance remains stable as the organization scales. The role requires strong operational ownership and the ability to make structured decisions in fast-moving environments where **service performance, customer experience, and operational efficiency must be balanced continuously**. This is a **hands-on operational leadership role** suited for someone comfortable managing complex support operations, coordinating multiple teams, and maintaining operational control during periods of high volume or disruption. Beyond operational execution, the role also contributes to strengthening the operational capabilities of the organization by helping teams grow into a high-performance Customer Support environment. **What you will do:** - 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. **Who you are:** - 7+ years of experience in operational or customer-facing roles within digital platforms or technology-driven environments. Experience operating in product-driven organizations where customer operations interact closely with product, engineering, or business teams is strongly preferred - 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 **Why join us now?** - We are one of the most innovative and fastest-growing accommodation booking platforms in the world today, having grown our bookings 30x between 2017 and 2025, and catering to the needs of over 100 million unique visitors worldwide each year. We do that by harnessing the power of advanced algorithms and an innovative suite of power features and managed to [overcome the corona crisis remarkably fast](https://medium.com/viodotcom/how-to-survive-refocus-thrive-again-as-a-travel-startup-in-corona-times-c656ef748a10); - The mobile applications ([iOS](https://apps.apple.com/us/app/vio-com-book-hotel-deals/id1639101398) and [Android](https://play.google.com/store/apps/details?id=com.vio.mobileapp&hl=en_US&gl=US)) we launched in 2023 are already a big success, reaching 5 million installs with great customer reviews, as we are beginning to build [Vio](http://Vio.com) as the brand for value-seeking travellers worldwide; - We are a passionate and diverse team of tech enthusiasts and creatives with a commitment and focus on the traveler above all else - and it shows in our industry-leading [TrustPilot score](https://www.trustpilot.com/review/vio.com); - We place huge importance on rewarding our employees for the value they generate by giving [Stock Appreciation Rights](https://medium.com/viodotcom/why-findhotel-offers-share-appreciation-rights-sar-1b688867d8c4) to all employees. Do you want to know if [Vio](http://Vio.com) is the right place for you? Find out by reading [about the attitude that thrives at](https://medium.com/viodotcom/who-are-we-looking-for-at-findhotel-cf1ccc1dce8c) [Vio.](http://Vio.com) **What we offer:** - 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](https://medium.com/viodotcom/2021-our-people-in-numbers-b72145c3fa9b) 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](https://openup.com/).