Senior Customer Support Manager

About the role

Deblock is a regulated fintech building a current account and a self-custody crypto wallet in one app. It is looking for a Senior Customer Support Operations Manager to own scaling and process optimisation initiatives across its customer support division. This is a build role: you will integrate a working team and operation and give it structure, turning day-to-day firefighting into a scalable operation.

Key responsibilities

• Own the support operation end to end: staffing, scheduling, workflows, tooling and daily delivery across chat, email and in-app channels.
• Define the operating model: SLAs, KPI definitions, escalation paths, macro and response libraries, the Help Centre and shift coverage.
• Lead hiring, ramp-up, coaching and performance management for agents and team leads, with visible career paths.
• Run quality and customer experience: CSAT and DSAT, QA scoring and calibration, root-cause analysis and complaint handling meeting regulatory expectations.
• Drive operational efficiency: forecast accuracy, handling time, cost per contact, deflection, self-service and the sensible use of automation and AI-assisted handling.
• Work with FinCrime, Product, Engineering and Risk so that support insights become product fixes and control improvements.
• Produce weekly and monthly performance reports.

Required profile

• 5+ years in customer support or service operations, including at least 2 years leading teams, especially other managers.
• A proven track record of building or scaling a support function, with structures, processes, SLAs and quality frameworks created from scratch.
• Strong command of support KPIs and workforce management: forecasting, capacity planning, scheduling, shrinkage, occupancy and adherence.
• Hands-on with support tooling and data, fluent English, and based in Porto or close by.
• Nice to have: fintech, banking, payments or crypto experience; exposure to complaint handling and regulatory turnaround times; experience introducing automation or AI into support workflows; French speaker.

Required skills

• Support tooling: Intercom, Zendesk, Salesforce Service Cloud or equivalent.
• Spreadsheets and reporting tools; SQL is a strong plus.
• Experience designing and running a QA framework and coaching a team against it.

What we offer

• Competitive salary and equity as stock options on joining.
• Private health insurance and meal allowance paid via meal card.
• 30 days of annual leave plus public holidays.
• A Deblock account and card.