Head of Support

Head of Support 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 Head of Support to join our innovative team as our new #bloqstar . In this role, you'll play a crucial role in building and leading a world-class support function that delivers exceptional experiences to our customers, partners, and end users — ensuring every interaction with Bloq.it reflects the quality and innovation behind our product. What you’ll be doing: Lead, grow and develop the global Support team, setting clear goals, defining processes, and building a culture of ownership, empathy, and continuous improvement; Own the end-to-end customer support operation — from ticket management and escalation handling to SLA definition, tooling, and performance reporting; Act as the voice of the customer internally, collaborating closely with Product, Operations, and Field teams to drive resolution of recurring issues and feed structured insights into product and service improvements; Design and implement scalable support frameworks (including self-service, knowledge base, and tiered support models) that can grow with our rapid international expansion; Define and track key support KPIs (first response time, resolution time, ticket volume trends) and present regular reporting to senior leadership; Manage relationships with external support partners or business process outsourcing where applicable, ensuring quality and consistency across all channels. What you’ll bring to the table: 5+ years of experience in customer support or customer success, with at least 2 years in a leadership or team management role; Proven track record of building or scaling support operations in a fast-growing, tech-driven environment; Strong analytical mindset — comfortable using data to identify root causes, prioritise initiatives, and measure impact; Excellent communication skills in English (additional European languages are a plus), with the ability to engage effectively across internal teams and with external stakeholders; Experience with support tooling such as Zendesk, Freshdesk, Intercom, or similar CRM/helpdesk platforms; A hands-on, problem-solving attitude — you're as comfortable rolling up your sleeves as you are thinking strategically. It would be great if you would also have: Experience in a hardware or IoT product company, or in logistics, last-mile delivery; Experience managing outsourced support operations, both onshore and offshore — including vendor selection, contract management, quality assurance, and performance governance across different time zones and cultures; Familiarity with multi-country or multilingual support operations across European markets; Experience implementing AI-assisted support tools or chatbot workflows to improve efficiency and deflection rates. Why join us? The opportunity to join our Support team and play a pivotal role in shaping the customer experience at a global scale while contributing to innovative solutions that redefine Bloq.it 's revolution in the smart locker industry; A dynamic and fast-paced work environment with a culture of innovation, collaboration, and continuous learning; Competitive salary and flexible benefits package, tailored to your experience and skills; Eligibility for performance-based bonus, tied to your results and designed to reward your impact; Work how you work best - we offer a remote-friendly policy and flexible hours so you can stay productive and keep life balanced; Portuguese Health Insurance including mental health; Flexible Sports and Wellness membership covering multiple gyms and studios; Unlimited days off (subject to manager approval). We value diversity and solidarity within Bloq.it , this position is open to all candidates. If you require any special arrangements during the recruitment process, please let us know so that we can accommodate you in the best possible way. Ready to join the revolution? Department Support Role Head of Support Locations Lisboa, Portugal Remote status Hybrid Employment type Full-time About Bloq.it At Bloq.it, we provide end-to-end solutions for Smart Lockers, and our software ecosystem, Bloq.it OS, is the leading tech solution available in the market. We've had the pleasure of working with some of the biggest names in e-commerce, logistics, and retail in Europe, such as Vinted and DHL. We have recently become the fastest-growing Smart Locker company in the world. Before Bloq.it the industry had stagnated and lacked innovation and good products. We strive to have the same impact in this industry as Tesla has had on the car industry. We believe that Smart Lockers are a big part of the future for everyone, and we want to play our part in making sure that Smart Lockers become as mainstream as the mobile phone. Founded in 2019 Coworkers +250