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Vio

Senior Customer Support Operations Manager

Amsterdam30+ days ago

Full-timeHybridIn English
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About the job

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.

What you will do

  • 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

What you bring

  • 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

Nice to have

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

What you get

  • 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

Summary by Personeel.com. The full job description and the application form are on Vio's website (jobs.ashbyhq.com); Apply takes you straight there.

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