About the role

Lead daily Customer Support Operations in a high-volume digital environment for a travel tech platform. Ensuring operational stability and performance visibility across teams in 24/7 support.

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.
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.

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
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
Strong operational planning and deadline awareness
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.

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 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.