---
title: 'Senior Customer Support Operations Manager at Vio'
canonical: 'https://feeny.ai/job/senior-customer-support-operations-manager-vio-netherlands-wqcypbk6ns8q'
type: 'job'
last_seen: '2026-09-08'
---

# Senior Customer Support Operations Manager at Vio

- **Company:** Vio
- **Location:** Netherlands
- **Employment:** full-time
- **Posted:** 2026-07-21
- **Last confirmed live:** 2026-09-08
- **Apply:** https://jobs.ashbyhq.com/vio/4d897ae2-fa3d-4f9a-b541-e760320ba920

## Job description

At Vio http://Vio.comwe 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.

Who you are:

- 7+ years of experience in operational or customer-facing roles within digital platforms or technology-driven environments. Experience operating in product-driven organizations where customer operations interact closely with product, engineering, or business teams is strongly preferred
- 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

Why join us now?

- We are one of the most innovative and fastest-growing accommodation booking platforms in the world today, having grown our bookings 30x between 2017 and 2025, and catering to the needs of over 100 million unique visitors worldwide each year. We do that by harnessing the power of advanced algorithms and an innovative suite of power features and managed to overcome the corona crisis remarkably fast https://medium.com/viodotcom/how-to-survive-refocus-thrive-again-as-a-travel-startup-in-corona-times-c656ef748a10;
- The mobile applications (iOS https://apps.apple.com/us/app/vio-com-book-hotel-deals/id1639101398 and Android https://play.google.com/store/apps/details?id=com.vio.mobileapp&hl=en_US&gl=US) we launched in 2023 are already a big success, reaching 5 million installs with great customer reviews, as we are beginning to build Vio http://Vio.comas the brand for value-seeking travellers worldwide;
- We are a passionate and diverse team of tech enthusiasts and creatives with a commitment and focus on the traveler above all else - and it shows in our industry-leading TrustPilot score https://www.trustpilot.com/review/vio.com;
- We place huge importance on rewarding our employees for the value they generate by giving Stock Appreciation Rights https://medium.com/viodotcom/why-findhotel-offers-share-appreciation-rights-sar-1b688867d8c4 to all employees.

Do you want to know if Vio http://Vio.com is the right place for you? Find out by reading about the attitude that thrives at https://medium.com/viodotcom/who-are-we-looking-for-at-findhotel-cf1ccc1dce8cVio. http://Vio.com

What we offer:

- Plenty of chances to learn and grow within an open, diverse culture which promotes knowledge sharing, trust and transparency;
- A great compensation package, perks and benefits (including significant stock appreciation rights);
- Flexible time off (take as many holidays as you need) and a chance to work remotely;
- You will be part of a highly international team https://medium.com/viodotcom/2021-our-people-in-numbers-b72145c3fa9b that enjoys working, eating and playing together in one of the best office locations in Amsterdam;
- We value good food and offer catered lunches from various cuisines, great coffee, and the occasional barbecue in our garden;
- We enjoy getting together to celebrate our wins with company events in Amsterdam and abroad;
- A budget for your dream home office;
- Access to free mental health support via OpenUp https://openup.com/.

## About Vio

## Company Overview
- **One-liner**: Vio is a global travel platform that uses data and transparency to help travelers book hotels with confidence, removing the noise and false urgency from online booking.
- **Entity Type**: Private (Bootstrapped)
- **Headquarters**: Amsterdam, Netherlands
- **Founded**: 2016
- **Founders**: Oz Har Adir, Omri Amir

## Core Business
- **Primary industry**: Online Travel Technology
- **Target customers**: B2C (travelers looking for hotel deals)
- **Mission or purpose statement**: To bring clarity to hotel booking by using data and industry knowledge to show how prices move, compare options transparently, and help travelers book with confidence without unnecessary pressure.

## Products & Services
- **Vio.com Platform**: A hotel booking platform that provides transparent price comparison, price alerts, Deal Freeze (lock in a price for free with no card details), and price insights to help travelers make informed decisions. The platform serves over 100 million visitors annually and has helped over 2 million travelers find a better deal.

## Market Standing
- **Valuation/Market Cap**: Not disclosed (bootstrapped company)
- **Key Metric**: Bootstrapped, no external financing. Helped travelers save $6,327,450 in a single month. Serves over 100 million visitors a year.
- **Notable Investors/Partners**: None (bootstrapped)
- **Growth Signals**: Bootstrapped and scaling globally without external funding. Team of over 200 people working remotely and from the Amsterdam office. Operates in 20 countries. Active hiring with a 300% year-over-year increase in job postings.

## Competitive Advantages
- **Bootstrapped independence**: The company has scaled without external financing, allowing it to focus on long-term value over short-term investor demands.
- **Data-driven transparency**: Tools like Deal Freeze, price alerts, and transparent price comparison create a unique value proposition that reduces traveler anxiety and builds trust.
- **Global reach with a lean team**: Serves over 100 million visitors annually with a team of ~200 people, indicating high efficiency and strong technology leverage.

## Strategic Focus
- **Scaling the platform globally**: Continuing to grow the user base and expand into new markets without external funding.
- **Deepening data capabilities**: Using price insights and predictive tools to give travelers more control and confidence in their booking decisions.
- **Building a world-class team**: Actively hiring across product, data, engineering, and marketing to support growth.

## Why Work Here
- **Remote-first culture**: Employees can work from anywhere, with a central hub in Amsterdam. The team is distributed across 20+ countries.
- **Strong autonomy and ownership**: Values include "Take ownership," "Deliver results," and "Raise the bar."
- **Unique perks**: Unlimited holidays, stock appreciation rights, daily catered lunch, free office bar, L&D budget, company trips, and a "fun room" in the Amsterdam office.
- **Growth trajectory**: Bootstrapped and profitable, the company is in a high-growth phase with a 300% year-over-year increase in job postings.
- **Culture**: Described as "work like the navy and party like pirates" — high performance with a strong social culture. After 5 years, employees earn a spot on the "Portrait Wall" and become an official "Vio Pirate."
- **Remote/hybrid policy**: Fully remote-friendly; employees can work from anywhere. Many team members work remotely from multiple places around the world. Also has a central office in Amsterdam.

## Sources
1. [vio.com/about](https://www.vio.com/about)
2. [vio.com/careers](https://www.vio.com/careers)
3. [vio.com](https://www.vio.com/)
4. [LinkedIn - Vio](https://ph.linkedin.com/company/viodotcom)
5. [The Org - Vio.com](https://theorg.com/org/vio-com)

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