Customer Support Manager Porto

Customer Support Manager
Porto
Porto, Porto District, Portugal

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At Bloq. it, we’ve created the world’s leading smart locker solution. Our mission is to solve online delivery challenges by enabling easy participation, reducing costs, and promoting sustainability.

After experiencing 1000% growth over three years, we are now the
- growing smart locker company globally and one of Europe's
- growing
- ups.

We are seeking a Customer Support Manager to join our innovative team as a #bloqstar. In this role, you will play a crucial part in managing our support operations and ensuring excellent service delivery.

What you’ll be doing:

• Coordinate a team of specialists across firmware, electronics, cloud, etc. , ensuring urgent issues are promptly escalated and resolved;
• Work with monitoring teams to define KPIs, set alerts, and track potential issues across the locker network;
• Oversee complex investigations, document solutions, and collaborate with Product/Engineering teams for permanent fixes;
• Analyze recurrent issues, implement preventive measures, and incorporate insights into training materials.

What you’ll bring:

• Experience in technical support or engineering (hardware, firmware, cloud, Io
  T);
• Proven ability to manage critical escalations and coordinate
  - functional teams;
• Leadership skills to guide and motivate a senior technical team for effective resolutions;
• Strong investigative skills to identify root causes and drive systematic improvements;
• Fluency in English and Portuguese (spoken and written).

This role offers the opportunity to join our Ops - Support team and contribute to efficient issue resolution, proactive monitoring, and continuous process improvements, all while working on innovative solutions that are redefining the smart locker industry.

We provide a dynamic,
- paced work environment with a culture of innovation, collaboration, and continuous learning.

Benefits include:

• Competitive salary and flexible benefits tailored to your experience;
• Performance-based bonus potential;
• Remote-friendly policy and flexible hours;
• Portuguese Health Insurance;
• Unlimited days off (subject to managerial approval).

Ready to join the revolution?

Seniority level

• Not Applicable

Employment type

• Full-time

Job function

• Other

Industries

• Technology, Information and Internet