Lead Operations Specialist for Customer Support

Há 5 dias


Lisboa, Lisboa, Portugal Bloq Tempo inteiro

About Bloq.It

Bloq.It, the world's leading smart locker solution, has been revolutionizing online deliveries by making them more sustainable and reducing costs. As one of the fastest-growing Smart Locker companies in the world and a top European scale-up, we're seeking a highly skilled Senior Support Operations Specialist to join our innovative team.

Key Responsibilities

  • Collaborate with the Head of Customer Support to develop strategic plans and processes that drive support team efficiency.
  • Analyze performance metrics and implement continuous improvement initiatives to enhance support delivery.
  • Serve as a liaison between executing agents and leadership, ensuring alignment with strategic objectives.
  • Create comprehensive technical documentation to improve internal efficiency and customer knowledge.
  • Prioritize high-impact areas and resolve backlog items effectively.
  • Propose and implement operational solutions to optimize workflows within the support team.
  • Design frameworks for smooth and scalable operations across departments.

Requirements

  • Proven experience in customer support or a related field, with a track record of improving processes and strategies.
  • Strong analytical skills, including tracking performance, measuring success, and suggesting improvements.
  • Proficiency in creating and managing technical documentation.
  • Familiarity with tools and systems commonly used in customer support environments.
  • Able to manage both strategic initiatives and hands-on tasks.
  • Experience working in dynamic, fast-paced environments, preferably in the technology or startup sector.
  • Strong communication skills, capable of collaborating across teams.

Estimate Salary Range: €60,000 - €80,000 per year



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