Senior Customer Support Manager

At Bloq.it, we’ve created the world’s leading smart locker solution. Solving online deliveries by enabling everyone to participate easily, reducing delivery costs and making them more sustainable.

We’re quickly expanding, and after growing at 1000% for three years in a row, we’re now the fastest-growing Smart Locker company in the world and one of the fastest growing scale-ups in Europe.

We are in search of a Senior Customer Support Manager to join our innovative team as our new #bloqstar. As the Senior Customer Support Manager, you will report to the Head of Support and oversee our largest frontline support group. You will provide day-to-day guidance to a team of agents operating on various shifts, ensuring rapid, high-quality ticket resolution and escalating more complex issues to specialized teams when necessary.

What will be your responsibilities

• Manage L1/L2 ticket queues, ensuring SLA adherence, proper triaging, and efficient escalation processes;
• Oversee scheduling, performance metrics, and career development for all core support agents;
• Identify workflow bottlenecks, propose process enhancements, and implement best practices to optimize ticket resolution;
• Work closely with Specialist, Intelligence, and Knowledge Base teams to align on escalations, share feedback, and standardize knowledge transfer.

What are the requirements to join us in this position

• Proven track record managing a large-scale customer or technical support team;
• Strong background in coaching, performance reviews, and fostering a positive team environment;
• Comfortable with metrics (e.g., SLAs, CSAT scores) and familiar with standard support ticketing platforms;
• Able to interface effectively with both junior agents and senior stakeholders;
• Fluency in English and Portuguese (written and spoken).

What will you get if you join us in this position

• The opportunity to join our Ops - Support team and play a pivotal role in enhancing support team performance, streamlining processes, and driving customer satisfaction and contributing to innovative solutions that redefine Bloq.it's revolution in the smart locker industry;
• A dynamic and fast-paced work environment with a culture of innovation, collaboration, and continuous learning;
• Competitive salary and benefits package, tailored to your experience and skills, including performance-based bonus and Portuguese health insurance;
• Flexible work conditions, including a remote-friendly policy and a flexible schedule that allows you to balance your work and personal life;
• Regular meetings in-person at our HQ Office in Lisbon, PT, giving you the chance to connect with the team and immerse yourself in our company culture.

If you're a passionate Senior Customer Support Manager ready to shape the future of smart locker solutions, Bloq.it is the place for you.

Join our team of #bloqstars and help us redefine the last-mile delivery experience!