Senior Customer Support Operations Manager

Vio is one of the world’s fastest-growing travel tech platforms, dedicated to making accommodation booking smart, fair, and effortless. They are seeking a Senior Customer Support Operations Manager to lead the execution of Customer Support operations, ensuring operational stability and performance visibility across teams in a high-volume digital environment.

Responsibilities:

• 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
• Stay close to operational reality by regularly reviewing customer interactions and cases, analysing operational signals, and occasionally speaking directly with customers when needed to understand issues first-hand
• 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
• Ability to manage complex operational environments and competing priorities
• 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
• Ability to execute operational priorities within clearly defined trade-offs between cost, service levels, customer experience, partners' performance, and Team health as agreed with the Head of Customer Support
• Strong operational planning and deadline awareness
• Strong prioritization and decision-making under pressure
• Team leadership and development, with a focus on coaching, mentoring, and building high-performing, resilient teams
• Change management expertise, including guiding teams through operational and organizational changes while maintaining stability and engagement
• 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
• Experience operating in product-driven organizations where customer operations interact closely with product, engineering, or business teams is strongly preferred