Customer Support Operations Manager

At Vio we believe booking accommodation should feel smart, fair, and effortless — never overwhelming or unclear. As one of the world’s fastest-growing travel tech platforms, we help millions of users make smarter travel decisions by comparing stays across 100+ booking sites — so they can find the perfect place, at the best price, anywhere in the world. We cut through the noise and complexity of hotel and vacation rental booking, surfacing real value with clarity, transparency, and full support. No tricks. No confusion. Just great stays — booked with confidence. With operations in 100+ markets and growing fast, our mission is to reshape how people discover and book accommodation through technology travelers can trust. We are looking for a Senior Customer Support Operations Manager to lead the day-to-day execution of Customer Support operations in a high-volume digital environment. This role ensures operational stability, execution discipline, and performance visibility across internal teams and BPO partners operating in a 24/7 support environment. Working closely with the Head of Customer Support and the existing operational coordination layer, this role ensures that daily operations run smoothly, operational risks are identified early, and service performance remains stable as the organization scales. The role requires strong operational ownership and the ability to make structured decisions in fast-moving environments where service performance, customer experience, and operational efficiency must be balanced continuously. This is a hands-on operational leadership role suited for someone comfortable managing complex support operations, coordinating multiple teams, and maintaining operational control during periods of high volume or disruption. Beyond operational execution, the role also contributes to strengthening the operational capabilities of the organization by helping teams grow into a high-performance Customer Support environment. What you will do: 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.