💼 About This Role

You'll 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. You'll identify operational risks early by monitoring volume trends and service signals, coordinating response during incidents and escalations. This role offers the chance to help scale a high-performance support organization for a fast-growing travel tech platform.

🎯 What You'll Do

• Lead day-to-day Customer Support operations across internal teams and BPO partners
• Monitor and manage operational performance across key service metrics
• Identify operational risks early and escalate issues
• Coordinate response during incidents, volume spikes, and escalations

📋 Requirements

• 7+ years of experience in operational or customer-facing roles
• 3-5+ years managing support or operations teams in a 24/7 environment
• Experience leading high-volume customer operations in digital platforms
• Experience managing teams of 30+ agents handling 1000+ daily contacts

✨ Nice to Have

• Experience in product-driven organizations
• Change management expertise
• Travel or marketplace industry experience

📨 Hiring Process

Estimated timeline: 4-6 weeks · AI estimate

1. 1Recruiter Screen· 30 min
2. 2Hiring Manager Interview· 60 min
3. 3Technical/Operational Interview· 60 min
4. 4Final Panel Interview· 60 min