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: hiring, ramp-up, coaching and performance management for agents and team leads, with career paths people can actually see.
• Quality and customer experience: CSAT and DSAT, QA scoring and calibration, root-cause analysis on contact drivers