Senior Customer Support Operations Manager
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 and scale customer support operations across chat, email, and in-app channels. You will build staffing, scheduling, workflows, SLAs, quality frameworks, reporting, and escalation processes. You will lead hiring, coaching, performance management, and cross-functional improvements while using data to improve customer experience and operational efficiency.
Requirements
- 5+ years of customer support or service operations experience
- At least 2 years leading teams, especially other managers
- Experience building or scaling a support function
- Knowledge of support KPIs and workforce management
- Experience with forecasting, capacity planning, scheduling, shrinkage, occupancy, and adherence
- Experience with Intercom, Zendesk, Salesforce Service Cloud, or equivalent support tooling
- Spreadsheet and reporting-tool proficiency
- Experience designing and running a QA framework
- Experience managing high-volume consumer support and extended-hours or 24/7 coverage
- Fluent English
- Based in or near Porto
Responsibilities
- Own end-to-end support operations, including staffing, scheduling, workflows, tooling, and daily delivery
- Build operating models covering SLAs, KPIs, escalation paths, response libraries, Help Centre content, and shift coverage
- Hire, onboard, coach, and manage performance for agents and team leads
- Develop career paths for support staff
- Manage CSAT, DSAT, QA scoring, calibration, root-cause analysis, and complaint handling
- Improve forecasting, handling time, cost per contact, deflection, self-service, automation, and AI-assisted handling
- Work with FinCrime, Product, Engineering, and Risk to turn support insights into fixes and control improvements
- Produce weekly and monthly performance reporting
Benefits
- Equity as stock options
- Private health insurance
- Meal allowance paid via meal card
- 30 days of annual leave plus public holidays
- A Deblock account and card