Vio.com

Customer Support

• 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.
• 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.

Senior Customer Support Operations Manager

Backend Engineer

• Build and evolve metasearch integrations — deliver new features and improvements for partner-facing technical integrations, ensuring correctness and robustness as partner requirements change
• Own and improve Meta Integrations’ core production systems end-to-end — take ownership of critical services, including on-call readiness and driving reliability improvements over time
• Drive system design and technical decision-making — write design docs, review designs with peers, make pragmatic architecture trade-offs, and break down ambiguous problems into iterative delivery plans
• Continuously improve performance, reliability, and cost efficiency — identify bottlenecks in throughput/latency, infra spend, and caching strategy, then ship measurable improvements
• Operate in a data-informed way — leverage data engineering and analysis to validate changes, debug production behavior, and measure impact (partner performance, system health, quality metrics)
• Raise the bar for the team — mentor engineers, improve engineering practices, reduce knowledge silos, participate in hiring, and influence technical direction across team boundaries

Senior Backend Engineer – Golang

Data Analyst

• Own analytics for the Offers Management Platform
• Develop a deep understanding of how offers are requested, saved and distributed
• Translate complex system behaviour into clear metrics and models
• Act as the analytical reference point for all questions related to offers system performance
• Design and own experimentation strategies for system-level changes where classic A/B testing is not appropriate
• Apply causal inference techniques (e.g. diff-in-diff, PSM) to evaluate impact in complex, non-isolated settings
• Ensure statistical excellence and clear decision-making in high-impact experiments
• Work closely with engineers to understand implementation details and data generation mechanisms
• Influence system design to improve observability and measurability
• Partner with product managers to define success criteria, trade-offs, and long-term platform strategy
• Build scalable data models, dashboards, and monitoring to track system health and performance
• Perform deep-dive analyses to identify inefficiencies, unintended consequences, and optimization opportunities
• Clearly communicate complex findings to technical and non-technical stakeholders
• Contribute to experimentation and causal inference best practices across the analytics chapter
• Mentor other analysts and help define standards for system-level analysis

Senior Customer Support Operations Manager

Senior Backend Engineer – Golang

Senior Data Analyst – Offers Management Platform