[Hiring] Senior Customer Support Operations Manager @Vio

Role Description

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.

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 prioritize 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 organization, 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, analyzing 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 organization.

Qualifications

• 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.
• Strong analytical mindset with a truth-seeking approach to data, able to challenge surface-level metrics and identify the underlying operational reality.
• 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 communicate and coordinate effectively across teams and partners while maintaining a calm, structured approach during operational incidents.

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.