Head of Customer Service

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 Customer Service to join our innovative team as our new #bloqstar. In this role, we're seeking someone with expertise in managing and optimizing maintenance operations, with a focus on streamlining processes and overseeing a global team.

What will be your responsibilities

• Design, implement, and optimize maintenance and customer service and operational maintenance 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 gloablly;

• 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;

• Develop and maintain relationships with key partners and stakeholders to enhance service delivery.

What are the requirements to join us in this position

• 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.

Extra valued skills

• Knowledge of smart locker systems or logistics technology;

• Fluency in other European languages.

What will you get if you join us in this position

• The opportunity to join our team and play a pivotal role in 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 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 actively supporting our mission to provide affordable and sustainable solutions

If you're a passionate Customer Service expert 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!