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Lead Operations Manager (Support Services)

Deblock

# 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](https://apply.workable.com/deblock/j/23524609E6/apply)

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