Senior Customer Support Operations Manager

You will own and scale customer support operations across chat, email, and in-app channels. You will build staffing, scheduling, workflows, SLAs, quality frameworks, reporting, and escalation processes. You will lead hiring, coaching, performance management, and cross-functional improvements while using data to improve customer experience and operational efficiency.

Responsibilities

• Own end-to-end support operations, including staffing, scheduling, workflows, tooling, and daily delivery
• Build operating models covering SLAs, KPIs, escalation paths, response libraries, Help Centre content, and shift coverage
• Hire, onboard, coach, and manage performance for agents and team leads
• Develop career paths for support staff
• Manage CSAT, DSAT, QA scoring, calibration, root-cause analysis, and complaint handling
• Improve forecasting, handling time, cost per contact, deflection, self-service, automation, and AI-assisted handling
• Work with FinCrime, Product, Engineering, and Risk to turn support insights into fixes and control improvements
• Produce weekly and monthly performance reporting

Requirements

• 5+ years of customer support or service operations experience
• At least 2 years leading teams, especially other managers
• Experience building or scaling a support function
• Knowledge of support KPIs and workforce management
• Experience with forecasting, capacity planning, scheduling, shrinkage, occupancy, and adherence
• Experience with Intercom, Zendesk, Salesforce Service Cloud, or equivalent support tooling
• Spreadsheet and reporting-tool proficiency
• Experience designing and running a QA framework
• Experience managing high-volume consumer support and extended-hours or 24/7 coverage
• Fluent English
• Based in or near Porto

Benefits

• Equity as stock options
• Private health insurance
• Meal allowance paid via meal card
• 30 days of annual leave plus public holidays
• A Deblock account and card