Senior Customer Support Operations Manager

Amsterdam30+ dagen geleden

Full-timeHybrideEngelstalig

Over de functie

Vio is looking for a Senior Customer Support Operations Manager to lead day-to-day operations across internal teams and BPO partners in a 24/7 environment. You will monitor service metrics, identify risks, and coordinate responses during incidents and escalations. This hybrid role is based in Amsterdam.

Wat ga je doen

Lead day-to-day Customer Support operations across internal teams and BPO partners in a 24/7 environment
Monitor and manage operational performance across key service metrics
Identify operational risks early by monitoring volume trends, service signals, and operational capacity
Coordinate operational response during incidents, volume spikes, and complex escalations
Work closely with the Head of Customer Support to align on operational priorities and trade-offs
Maintain strong operational visibility across the organisation and build relationships with frontline agents

Wat je meebrengt

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 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

Mooi meegenomen

Experience operating in product-driven organizations where customer operations interact closely with product, engineering, or business teams

Wat je krijgt

Plenty of chances to learn and grow within an open, diverse culture
Great compensation package, perks and benefits including significant stock appreciation rights
Flexible time off and a chance to work remotely
Part of a highly international team in one of the best office locations in Amsterdam
Catered lunches, great coffee, and occasional barbecue in the garden
Budget for dream home office and access to free mental health support via OpenUp

Samenvatting door Personeel.com. De volledige vacaturetekst en het sollicitatieformulier staan op de website van Vio (jobs.ashbyhq.com); met Solliciteer ga je er direct heen.