Lead Operations Manager (Support Services)
Deblock helps users manage finances by combining a traditional current account with a non-custodial crypto wallet in a single platform.
Funding history
About Deblock
Deblock helps users manage traditional and digital assets by providing an IBAN account integrated with a non-custodial wallet. With it, users can receive salaries, make payments with debit cards, and manage cryptocurrencies with full control over private keys. Deblock bridges traditional banking with self-custody crypto management for European users.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will own how Customer Support runs: the processes, tooling, frameworks and automation roadmap behind every customer interaction. You will map and redesign workflows, drive AI and automation adoption, build the KPI framework, improve tooling with Product and Engineering, fix root causes of customer contacts, and make sure all changes respect regulatory obligations.
Requirements
- Background in operations, process excellence or business operations, ideally in fintech, banking, e-commerce or marketplaces
- Track record of process optimisation with measurable results
- Hands-on experience putting automation and AI tools into production operations
- Strong analytical skills with SQL and/or Python, spreadsheets and BI tools
- Systems thinking
- Excellent written and spoken English
- Nice to have: machine learning, data science or applied AI background
- Nice to have: regulated financial-services experience
- Nice to have: Intercom, Zendesk, Zapier, Make or n8n familiarity
- Nice to have: French and/or Portuguese
Responsibilities
- Design and optimise end-to-end support operational processes
- Own the roadmap for AI agents, chatbot deflection, intelligent routing, auto-tagging, macros and workflow automation
- Build and own the operational KPI framework and turn data into decisions
- Cooperate with Product and Engineering on integrations, data flows and internal tooling
- Analyse contact drivers and remove root causes of customer contacts
- Ensure changes respect regulatory obligations including complaints handling, data protection and AML/CFT
- Work with Operation Managers and Performance Leads to build a culture of experimenting and improving
Benefits
- Private dental and health insurance
- The best tech for your job
- 25 days of paid holidays (excl. bank holidays)
- Option to work hybrid model
- Ability to work abroad for 4 months a year
