Senior Customer Support Operations Manager
New
V
VioTravel Tech
Netherlands - Employee, 24/7 support environmentFull-TimeManager
Salary not disclosed
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Job Details
- Experience
- 7+ years
- Required Skills
- Data AnalysisChange Management
Requirements
- 7+ years of experience in operational or customer-facing roles in digital platforms.
- 3–5+ years managing support or operations teams in a 24/7 environment.
- Experience leading high-volume operations in online marketplaces, fintech, travel, or similar.
- Experience managing teams of 30+ agents handling 1,000+ daily tickets.
- Experience working with both internal teams and external BPO partners.
- Strong analytical mindset and data-driven approach.
- Experience in operational planning, change management, and risk identification.
- Strong decision-making and prioritization skills under pressure.
Responsibilities
- Lead day-to-day Customer Support operations across internal teams and BPO partners in a 24/7 environment.
- Monitor and manage key service metrics such as backlog, response time, and queue health.
- Identify operational risks and volume trends early, escalating issues as needed.
- Coordinate operational responses during incidents and volume spikes.
- Align operational priorities with the Head of Customer Support.
- Maintain operational visibility and build relationships with frontline agents.
- Analyze operational signals and conduct occasional direct customer interactions.
- Develop and maintain expert knowledge of support processes and policies.
- Support planning and process improvement initiatives.
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