Senior Customer Support Operations Lead — 24/7 Travel

Vio; Netherlands; On-site; EUR 90,000 - 130,000; Full time

Benefits offered by this job

Stock Appreciation Rights

Remote work

Flexible time off

Office in Amsterdam

Job summary

Vio is hiring a Senior Customer Support Operations Manager to lead day-to-day support operations in a high-volume digital environment. You will manage internal teams and external partners, ensuring stable service performance and disciplined execution across 24/7 operations.

You will collaborate with the Head of Customer Support to balance service levels with cost, partner constraints, and team health, while developing scalable processes and maintaining strong frontline relationships.

Qualifications

• 7+ years 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.
• Strong analytical mindset with a truth-seeking approach to data and metrics.
• Ability to manage complex operational environments and competing priorities.

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 experience

3–5 years managing teams

High-volume ops

30+ agents

Analytics

Operations management

Change management

Job description

Vio is hiring a Senior Customer Support Operations Manager to lead day-to-day support operations in a high-volume digital environment. You will manage internal teams and external partners, ensuring stable service performance and disciplined execution across 24/7 operations.

You will collaborate with the Head of Customer Support to balance service levels with cost, partner constraints, and team health, while developing scalable processes and maintaining strong frontline relationships.