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Deblock is a regulated fintech building a current account and self-custody crypto wallet in one app. The company is scaling rapidly, and customer support operations need structural transformation to handle growing contact volume without sacrificing quality.
You will own the end-to-end scaling and process optimization of the customer support division. This is a build role: you will take a working team and real operation and give it structure, turning day-to-day firefighting into a scalable machine.
Key responsibilities include:
**Support Operations**: Staffing, scheduling, workflows, tooling, and daily delivery across chat, email, and in-app channels.
**Operating Model**: Define SLAs, KPI definitions, escalation paths, macro and response libraries, Help Centre content, and shift coverage that matches demand patterns.
**Team Leadership**: Hiring, onboarding, coaching, and performance management for agents and team leads. Build visible career paths and grow people, not just manage them.
**Quality & Customer Experience**: Own CSAT and DSAT metrics, 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, self-service optimization, and judicious use of automation and AI-assisted handling.
**Cross-Functional Impact**: Partner with FinCrime, Product, Engineering, and Risk to translate daily support insights into product fixes and control improvements.
**Reporting**: Weekly and monthly performance reporting that honestly reflects what is working and what is not.
You bring order to chaos, see patterns in scattered tickets, and turn them into processes, rules, or product fixes. You are hands-on—willing to jump into the queue on difficult days and equally comfortable presenting numbers to the executive committee. You lead from the front, set high standards, give direct feedback, and grow people. You think in data and care about customer experience as a matter of craft, backed by metrics. You remain calm under pressure and are comfortable with ambiguity in a scaling, regulated business.
**Requirements**
5+ years in customer support or service operations, including at least 2 years leading teams (especially other managers). Proven track record of building or scaling a support function from scratch or through significant step changes—be ready to discuss what you found, what you changed, and what it delivered. 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); confident in spreadsheets and reporting tools; SQL is a strong plus. Experience designing and running a QA or quality assurance framework and coaching teams against it. Experience managing high-volume consumer support, including extended-hours or 24/7 coverage models. Fluent English is critical. Based in Porto or nearby.
**Nice to Have**
Experience in fintech, banking, payments, crypto, or another regulated environment. Exposure to complaint handling, regulatory turnaround times, or working alongside compliance and financial crime teams. Experience introducing automation or AI into support workflows with good judgment about where it does not belong. French language skills.
