Vio

This role leads the daily execution of Customer Support operations across internal teams and BPO partners in a 24/7 environment, focusing on maintaining stable service performance and strong operational discipline. Key duties include monitoring service metrics, identifying operational risks early, coordinating responses during incidents, and balancing service performance against cost and team sustainability.

The role involves building and evolving metasearch integrations, delivering new features for partner-facing technical integrations, and owning/improving core production systems end-to-end, including on-call duties and reliability improvements. Responsibilities also include driving system design, making architecture trade-offs, and operating in a data-informed way to validate changes and measure impact.