Senior Customer Service Operations Manager
1 semana atrás
At Bloq.it, we're revolutionizing the smart locker industry with our innovative solutions. As a leading provider of smart locker systems, we're committed to delivering efficient and sustainable online delivery solutions.
About UsWe've experienced rapid growth, increasing by 1000% in just three years, making us the fastest-growing Smart Locker company in the world and one of the fastest growing scale-ups in Europe. Our team is passionate about providing affordable and sustainable solutions for last-mile delivery.
Job DescriptionWe're seeking an experienced Senior Customer Service Operations Manager to join our team as a key member of our customer service team. The successful candidate will be responsible for designing, implementing, and optimizing maintenance and customer service processes to ensure efficient and sustainable growth.
The ideal candidate will have multiple years of experience in operations management, customer services, or a related field, ideally within maintenance, logistics, or technical services industries. They will also possess strong understanding of process design, SLA development, and performance metrics.
Responsibilities- Design, implement, and optimize maintenance and customer service processes for efficient and sustainable growth
- Act as a central point for global coordination while empowering local teams to manage day-to-day operations
- Track, analyze, and report key customer service metrics to drive improvements and meet company goals
- Oversee and manage Service Level Agreements (SLAs) to ensure customer satisfaction globally
- Collaborate closely with our Head of Support to align customer service strategy with operational needs
- Oversee customer-facing operational setups, ensuring seamless communication between technical teams and clients
- Multiple years of experience in operations management, customer services, or a related field, ideally within maintenance, logistics, or technical services industries
- Proven success in setting up and managing operational processes on a global scale
- Strong understanding of process design, SLA development, and performance metrics
- Exceptional communication and stakeholder management skills, including the ability to work with technical and non-technical teams
- Strategic mindset with a practical, hands-on approach to problem-solving
- Fluency in English, with excellent written and verbal communication skills
- Agile, adaptable, and results-driven, with the ability to thrive in a dynamic environment
We offer a competitive salary and benefits package, tailored to your experience and skills, including a performance-based bonus and Portuguese health insurance. You'll also enjoy flexible work conditions, including a remote-friendly policy and a flexible schedule that allows you to balance your work and personal life.
As a member of our team, you'll have the opportunity to make a tangible impact by actively supporting our mission to provide affordable and sustainable solutions for last-mile delivery. If you're a passionate Customer Service expert ready to shape the future of smart locker solutions, we encourage you to apply for this exciting opportunity.
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