Lead Operations Manager - Support Services

Lead Operations Manager (Support Services)

Deblock · Porto, Portugal (Hybrid) · Full-time · Posted 2026-11-10

Workplace: hybrid

Department: Operations

Description

About Deblock

Deblock is building the bridge between traditional banking and crypto. We’re a French-regulated Electronic Money Institution and Crypto-Asset Service Provider, giving people a unique ecosystem for both their euros and cryptos.
We're growing fast and we're looking for top contributors to help us grow and grow with us.

The role

We’re not looking for a traditional customer support manager. We want an operations builder: someone who sees a support organisation as a system to design, measure and keep improving, and who knows how to use automation, data and AI to make it scale.

You’ll own how the engine of Customer Support runs: the processes, tooling, frameworks and automation roadmap behind every customer interaction. Your goal is simple to state and hard to do: keeps us efficient, while improving quality, ensuring compliance and a stellar customer experience.

What you’ll do

• Design and optimise processes. Map our end-to-end support operational workflows and redesign for speed, quality and efficiency.
• Drive automation and AI adoption. Own the roadmap for AI agents, chatbot deflection, intelligent routing, auto-tagging, macros and workflow automation, from use-case discovery to deployment and performance tracking.
• Make decisions with data. Build and own the operational KPI framework (contact rate, deflection, AHT, FRT, backlog, cost per contact, CSAT/NPS, QA scores), and turn the data into clear decisions.
• Improve the tooling. Cooperate with Product and Engineering on integrations, data flows and internal tool development and optimisation.
• Fix root causes. Analyse contact drivers and work with Product, Engineering and Compliance to remove the reasons customers contact us in the first place.
• Keep it compliant. Make sure every change, especially AI and automation, respects our regulatory obligations (complaints handling, data protection, AML/CFT controls, QC/QA standards).
• Lead through the team. Work closely with Operation Managers and Performance Leads, and help the team build a culture of experimenting, measuring and improving.

Requirements

Must have

• Background in operations, process excellence, business operations or a similar role, ideally in fintech, banking, e-commerce, marketplaces or another high-volume tech environment
• A track record of process optimisation with measurable results
• Hands-on experience putting automation and AI tools into production operations, such as LLM-based agents, chatbots, classification/routing models or workflow automation, and measuring what they deliver is strongly valued
• Strong analytical skills: comfortable with SQL and/or Python, spreadsheets and BI tools, and able to build your own analyses without waiting on a data team
• Systems thinking: you naturally look at inputs, outputs, failure points and feedback loops
• Excellent written and spoken English

Nice to have

• A background in machine learning, data science or applied AI (formal or self-taught)
• Experience in a regulated financial-services environment (EMI, payment institution, bank or CASP)
• Familiarity with Intercom, Zendesk or similar CX platforms, and with automation tools like Zapier, Make or n8n
• French and/or Portuguese

Benefits

• Competitive salary
• Private dental + health insurance
• The best tech for your job
• 25 days of paid holidays (excl. bank holidays)
• Option to work hybrid model
• Ability to work abroad for 4 months a year
• A high-ownership role where you’ll shape how a regulated fintech runs its operations at scale

Apply

Apply at Deblock

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