Lead Operations Manager (Support Services)

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.

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.

• →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.

• 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
  

• 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