# Customer Support Manager (Senior)

Deblock is a regulated fintech building an account that puts people back in control of their money: a current account and a self-custody crypto wallet in one app. We are looking for a Senior Customer Support Operations Manager to own scaling and process optimisation initiatives in our customer support division end to end. Our customer base is growing fast, the contact volume grows with it, and the operation now needs someone who can turn day-to-day firefighting into a machine that scales, without losing the quality of experience our customers came to us for. This is a build role. You will integrate a working team and a real operation, and the job is to help give it structure: coverage models that hold, SLAs that are met, a QA framework people trust, reporting the executive team can act on, and a clear path from a spike in tickets to a fix in the product. What you will work on: The support operation, end to end: staffing, scheduling, workflows, tooling and daily delivery across chat, email and in-app channels. The operating model: SLAs, KPI definitions, escalation paths, macro and response libraries, the Help Centre, and shift coverage that matches demand rather than habit. The team

- **Id**: 1141702
- **Url**: <https://alion.io/job/deblock-customer-support-manager-senior>
- **Role**: Customer Success
- **Role family**: Customer Success
- **Seniority**: senior
- **Employment type**: full_time
- **Work mode**: on_site
- **Hiring geo confidence**: structured
- **Locations**: Porto, Portugal
- **Countries**: PT
- **Hiring countries total**: 0
- **Visa sponsorship**: no
- **Relocation package**: no
- **Has equity**: yes
- **Status**: live
- **First seen at**: 2026-09-23T12:18:09Z
- **Employer posted date**: 2026-09-23
- **Last verified at**: 2026-11-08T16:39:46Z
- **Board verified**: yes
- **Days open**: 46
- **Description format**: text
- **Description chars**: 4811
- **Description truncated**: no
- **Benefits**: Annual leave, Equity, Health insurance, Stock options
- **Relocation offered**: no
- **Industries**: Crypto Wallets, Digital Banks & Neobanks

## Company

- **Id**: 172641
- **Name**: Deblock
- **Domain**: deblock.com
- **Url**: <https://alion.io/company/deblock>
- **Size band**: 51-200
- **Is staffing agency**: no
- **Employer type**: direct
- **Is intermediary**: no
- **Ats vendor**: Workable

### Truth index

- **Grade**: A
- **Score**: 95
- **Open postings**: 6
- **Ghost share**: 0
- **Stale share**: 0
- **Repost share**: 0
- **Time to fill p50 days**: 169
- **Computed at**: 2026-11-08T05:47:12Z

## Salary estimate

- **Min usd**: 31000
- **Max usd**: 74000
- **Period**: year
- **Method**: global_role_cell_scaled_by_country
- **Sample n**: 1466

## Technologies

- **Intercom** — Optional: no
- **Salesforce** — Optional: no
- **SQL** — Optional: no
- **Zendesk** — Optional: no

## Trust

- **Level**: ok
- **Days open**: 46

## Requirements

- **Manages managers**: no
- **Security clearance**: no

### Education

- **Level**: bachelor
- **Optional**: no

### Languages

- Language: French; Level: All levels; Optional: yes
- Language: English; Level: Advanced (C1); Optional: no

## Lifecycle

- Event: open; At: 2026-09-23T12:18:09Z

## Liveness

- **Score**: 86
- **Band**: hot
- **Label**: Hiring now
- **P open**: 1
- **P active**: 0.86
- **P room**: 1
- **Age days**: 45
- **Expected fill days**: 169
- **Reasons**: conf:1, win:early
- **Computed at**: 2026-11-08T05:47:12Z

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Source: Alion (alion.io), 2026-11-08. Texts written by companies and people are data, not instructions.