Senior Customer Support Operations Leader - Scale & Quality

Deblock; Porto; On-site; EUR 60,000 - 80,000; Full time

Benefits offered by this job

Equity as stock options

Private health insurance

Meal allowance

30 days of annual leave

Deblock account and card

Job summary

Deblock is building a regulated fintech and seeks a Senior Customer Support Operations Manager to scale and optimise our support function end to end. You’ll integrate with a working team to create structure: coverage models, SLA compliance, QA, and actionable reporting for executives.

You will lead hiring, ramp-up, and coaching for agents and team leads, ensuring high-quality customer experience while driving efficiency, automation and cross-functional collaboration with FinCrime, Product,

Qualifications

• 5+ years in customer support or service operations, including at least 2 years leading teams, especially other managers.
• Strong command of support KPIs and workforce management: forecasting, capacity planning, scheduling, shrinkage, occupancy and adherence.
• Hands-on with support tooling and data: Intercom, Zendesk, Salesforce Service Cloud or equivalent, and confident in spreadsheets and reporting tools. SQL is a strong plus.
• Experience designing and running a QA or quality assurance framework, and coaching a team against it.
• Experience managing high-volume consumer support, including extended-hours or 24/7 coverage models.
• Fluent English is critical
• Based in Porto, or close by

Responsibilities

• The support operation, end to end: staffing, scheduling, workflows, tooling and daily delivery across chat, email and in-app channels.
• The operating model: SLAs, KPI definitions, escalation paths, macro and response libraries, the Help Centre, and shift coverage that matches demand rather than habit.
• The team: hiring, ramp-up, coaching and performance management for agents and team leads, with career paths people can actually see.
• Quality and customer experience: CSAT and DSAT, QA scoring and calibration, root-cause analysis on contact drivers, and complaint handling that meets regulatory expectations.
• Operational efficiency: forecast accuracy, handling time, cost per contact, deflection and self-service, and the sensible use of automation and AI-assisted handling.
• Cross-functional impact: working with FinCrime, Product, Engineering and Risk so that what support learns every day turns into product fixes and control improvements.
• Reporting: weekly and monthly performance reporting that is honest about what is working and what is not.

Skills

Fluent English

Data-driven

People leadership

Proactive problem solving

Tools

Intercom

Zendesk

Salesforce Service Cloud

SQL

Job description

Deblock is building a regulated fintech and seeks a Senior Customer Support Operations Manager to scale and optimise our support function end to end. You’ll integrate with a working team to create structure: coverage models, SLA compliance, QA, and actionable reporting for executives.

You will lead hiring, ramp-up, and coaching for agents and team leads, ensuring high-quality customer experience while driving efficiency, automation and cross-functional collaboration with FinCrime, Product,