Job Description

Vio.com believes travel is the one thing that opens minds to new ideas, cultures, and ways of thinking. Our mission is to GET EVERY TRAVELLER THE BEST ACCOMMODATION DEAL, WORLDWIDE. From adventure travel and backpacking to honeymoons and family vacations, we genuinely care so that every traveller can make the best-informed accommodation choice at the absolute best conditions for every trip.
We are looking for a Customer Support Team Leader to join Vio.com's team and help us to give our customers the best service and support in all their hotel requests.

The Team Lead plays a pivotal role in ensuring the success and productivity of the team during their shift. They act as the primary overseer of daily Customer Support (CS) operations, influencing the speed and quality of ticket resolutions and maximizing agent efficiency. Team Leads are expected to uphold the core value of friend-to-friend service, ensuring both agents and customers are supported effectively

We encourage people from all ethnic groups, genders, sexuality, age, and abilities to apply. If this job description resonates with you, we want to hear from you!

What you will do

• Lead a team to tackle complex problems and build solutions to ensure agents maintain high levels of service quality and efficiency.

• Supervise live inboxes, ensuring timely responses and monitoring team performance during shifts to meet SLA standards.

• Manage workloads and schedules, handling unexpected absences and reallocating resources during high-demand periods.

• Coach agents in real-time, guiding them to improve performance while promptly addressing escalated tickets.

• Identify bottlenecks and opportunities for improvement in workflows, proactively escalating technical or process-related issues.

• Regularly review and reassign backlogs to balance workloads, addressing older tickets and prioritizing urgent issues.

• Foster team morale by recognizing achievements, conducting monthly 1:1 meetings, and keeping open communication with other team leads.

• Drive continuous improvement by tracking performance metrics, providing feedback, and coordinating training needs.

  You will report to the Operations Manager and collaborate with cross-functional teams to ensure smooth operations.

Who you are

• You have at least 5 years of experience in a Team Lead role, supervising live queues and overseeing agent performance.

• You are experienced in managing schedules, balancing workloads, and handling escalations efficiently.

• You have strong multitasking skills and can switch seamlessly between tasks, adapting quickly to changes in workflows or priorities.

• You have a customer-centric approach and can maintain a balance between productivity and customer care.

• You are skilled in identifying mistakes or patterns in agent performance, providing feedback, and escalating issues when needed.

• You are proactive and accountable, continuously monitoring live performance to ensure operational efficiency.

• Experience in the travel or hospitality industry, particularly with OTAs, is a significant advantage.

• Familiarity with Agile methodologies and proficiency in tools for queue management and performance tracking is a plus.

  You prioritize documentation and clear communication to facilitate seamless handovers and smooth team operations.

Why join us now?

• With a team of +150 FTEs, bootstrapped and profitable and growing +80% a year, we are one of Europe’s most successful startups these days, yet we are only getting started. 

• We offer access to ‘better deals’ to Millions of customers worldwide, adding spice and competition to a niche that has seen limited innovation for years.

• The company is evolving quickly to position itself among the global leaders in the travel industry. It is an exceptional journey to make; challenging, exciting, and a marvel to be a part of.

• We place huge importance on rewarding our employees for the value they generate by giving Stock Appreciation Rights to all employees.

Do you want to know if Vio.com is the right place for you? Find out by reading our career page.

What we offer: 

• Plenty of chances to learn and grow – you’ll be surrounded by some of the brightest minds in the city, be part of a culture that values sharing knowledge every day, and has a budget to attend conferences and develop yourself.

• Excellent company culture, work across a highly committed and long-term focused team that shares the rewards of success alongside you

• A good compensation package including significant stock appreciation rights.

• Access to free mental health support via OpenUp.

 Blog posts worth reading: 

• Our hiring process

• How we survived the Covid Crises as a Travel Startup 

• Why we offer Share Appreciation Rights 

• Our Rebrand