Senior Support Operations Specialist

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 Support Operations Specialist to join our innovative team as our new #bloqstar. In this role, you'll play a crucial role in optimizing and scaling the processes within our Customer Support team, ensuring seamless operations and exceptional service delivery.

What will be your responsibilities

• Support the Head of Customer Support in setting up strategies and scalable processes for the support team;
• Track performance metrics and implement continuous improvement initiatives to enhance support delivery;
• Act as a key liaison between executing agents and leadership, ensuring alignment with strategic goals;
• Develop, manage, and maintain comprehensive technical documentation to improve internal efficiency and customer knowledge;
• Handle and resolve backlog items, prioritizing high-impact areas;
• Propose and implement operational solutions to optimize workflows within the support team;
• Act as a process thinker, designing frameworks that ensure smooth and scalable operations across departments;
• Ensure all processes align with company goals, focusing on customer satisfaction and operational excellence.

What are the requirements to join us in this position

• Proven operational experience in customer support or a related field, with a track record of improving processes and strategies;
• Strong analytical skills with the ability to track performance, measure success, and suggest improvements;
• Proficiency in creating and managing technical documentation;
• Familiarity with tools and systems commonly used in customer support environments;
• Proactive and adaptable, with the ability to manage both strategic initiatives and hands-on tasks;
• Experience working in dynamic, fast-paced environments, ideally within the technology or startup sector;
• Strong communication skills, capable of collaborating across teams to ensure alignment;
• Fluency in English.

Extra valued skills

• Experience in implementing automation within support processes;
• Fluency in other European languages like French or Italian.
  

What will you get if you join us in this position

• The opportunity to join our innovative Customer Support team and play a key role in defining and enhancing operational processes;
• 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;
• Make a tangible impact by contributing to the continued growth and success of Bloq.it , actively supporting our mission to provide affordable and sustainable solutions.
  

If you’re a passionate Support Specialist  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!