Senior Customer Support Operations Manager
Vio.com
full-time
Posted on:
Location Type: Hybrid
Location: Netherlands
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Job Level
About the role
- 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.
Requirements
- 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
- Ability to identify operational risks early and escalate them appropriately
- Strong operational planning and deadline awareness
- 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.
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.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
operational performance managementcustomer support processesprocess improvementdata analysisincident managementrisk identificationservice metrics monitoringteam managementoperational planningworkflow development
Soft Skills
analytical mindsetcommunicationcoordinationrelationship buildingproblem-solvingcalm under pressureoperational disciplinedeadline awarenessteam sustainabilitytrust-building