Hybrid AI-Driven Ops Builder for Fintech Support

Deblock; Porto; Hybrid; EUR 75.000 - 95.000; Vollzeit

Benefits dieser Stelle

Competitive salary

Private dental + health insurance

The best tech for your job

25 days of paid holidays (excl. bank-h

Option to work hybrid model

Ability to work abroad for 4 months a

High-ownership role shaping fintechs'运

Zusammenfassung

Deblock is seeking an operations builder to design, measure, and scale its customer support organization using automation, data and AI. You’ll own the engine of Customer Support—processes, tooling and the automation roadmap—aiming for efficiency, high quality and an outstanding customer experience.

This role offers a hybrid work model, with the opportunity to shape how a regulated fintech runs its operations at scale.

Qualifikationen

• Must have background in operations, process excellence or similar roles in fintech, banking or high-volume tech.
• Track record of process optimisation with measurable results.
• Hands-on experience implementing automation and AI tools in production operations.
• Strong analytical skills with SQL and/or Python, spreadsheets and BI tools.
• Excellent written and spoken English.

Aufgaben

• Design and optimise processes across the support organisation.
• Drive automation and AI adoption from discovery to deployment and tracking.
• Make decisions using a KPI framework covering contact rate, deflection, AHT and CSAT/NPS.
• Improve tooling in collaboration with Product and Engineering.
• Fix root causes by addressing drivers of customer contact.
• Ensure compliance in changes, including AI/automation, AML/CFT, and QA standards.
• Lead through the team and foster a culture of experimentation and measurement.

Kenntnisse

Analytical skills

SQL

Python

Systems thinking

English proficiency

Tools

BI tools

Intercom

Zendesk

Zapier

Make

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Jobbeschreibung

Deblock is seeking an operations builder to design, measure, and scale its customer support organization using automation, data and AI. You’ll own the engine of Customer Support—processes, tooling and the automation roadmap—aiming for efficiency, high quality and an outstanding customer experience.

This role offers a hybrid work model, with the opportunity to shape how a regulated fintech runs its operations at scale.