Teams at Deblock

Provide accurate customer support through chat and email, troubleshooting product, account, payment, and general inquiries. Follow compliance and customer-protection procedures, work rotating shifts, document solutions, improve the knowledge base, and share customer feedback internally. The role requires strong English communication, corporate customer support experience, attention to detail, problem-solving ability, and in-office availability in Porto.

Investigate and resolve fraud cases as a first-line FinCrime Analyst, escalate unusual activity, follow compliance procedures, and support customers in a fast-paced 24/7 environment. The role requires strong communication, prioritization, teamwork, English fluency, and flexibility to work rotational shifts.

Owns the end-to-end scaling and optimization of a high-volume customer support operation. Responsibilities include workforce planning, staffing, SLAs, quality frameworks, KPI reporting, coaching, complaint handling, automation, and cross-functional improvements with Product, Engineering, Risk, and FinCrime. The role leads managers and agents, builds scalable processes, supports extended-hours coverage, and translates customer issues into product and control improvements.