Senior Customer Support Operations Manager
New
V
VioTravel Tech
Location: Netherlands - Employee; Secondary Locations: RemoteFull-TimeSenior
Salary not disclosed
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Job Details
- Experience
- 7+ years
- Required Skills
- Data AnalysisOperations ManagementCustomer supportChange Management
Requirements
- 7+ years of experience in operational or customer-facing roles within digital platforms or tech-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, or travel.
- Experience managing support teams of 30+ agents directly or through team leads.
- Experience working with both internal operational teams and external service partners.
- Strong analytical mindset with a truth-seeking approach to data and performance metrics.
- Ability to manage complex operational environments and navigate competing priorities.
- Proven change management expertise to guide teams through organizational transitions.
- Strong communication skills for effective coordination across global teams and partners.
- Ability to balance service performance with sustainable team practices and cost efficiency.
Responsibilities
- Lead day-to-day Customer Support operations across internal teams and BPO partners in a 24/7 environment.
- Monitor operational performance metrics like backlog, response time, and resolution time to ensure queue health.
- Identify operational risks by analyzing volume trends, service signals, and capacity, escalating as needed.
- Coordinate operational responses during incidents, volume spikes, and complex escalations.
- Align operational priorities, trade-offs, and service levels with the Head of Customer Support.
- Maintain operational visibility and build trusted relationships with team leads and frontline agents.
- Analyze customer interactions and operational signals to support process improvements and scalable organization development.
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