Customer Support Business Process Manager Lisboa

Customer Support Business Process Manager
Lisboa
Lisboa, Lisboa, Portugal

The Business

Meet team. blue – the force behind the digital transformations of over 3. 3 million customers across Europe. Our mission? To empower businesses and individuals to thrive in the online world, helping them build, grow, and scale their digital presence.

We provide an array of digital tools, including domains, hosting, email, VPS, and applications, through a collection of respected brands operating across 22 European countries. Our team of 2, 500+ professionals shares an unwavering commitment to delivering exceptional customer support and driving efficiency in digital service delivery.

Your Opportunity in team. blue

This role is critical in driving efficiency and innovation within team. blue’s European customer support call centre operations. You will be responsible for analysing, optimising, and evolving key customer support processes, with a strong focus on the implementation of AI-based tools to improve service quality, response times, and overall customer experience.

You will act as a bridge between local customer support teams, the central project office, and
- party AI solution providers, ensuring smooth adoption and continuous improvement of AI-driven support tools across written (chat, tickets) and voice channels.

A key part of your role will be to ensure that regional customer support teams are upskilled in using and enhancing
- level AI-based customer service solutions, fostering efficiency and innovation in customer interactions.

Your Team

You will report to the Group Customer Experience Manager and be part of a small core team responsible for shaping and executing customer support optimisation strategies across our European markets.

Your Key Responsibilities

1. Driving AI-Powered Support Improvements
   1. Support implementation of existing AI-driven tools to enhance customer service efficiency, particularly for chat and ticketing, with future expansion into voice support.
   2. Work closely with
      - party AI vendors to integrate and refine AI-based solutions, ensuring seamless adoption and measurable improvements.
   3. Monitor AI tool performance, analysing effectiveness and making recommendations for improvements.
2. Optimizing Customer Support Processes
   1. Identify areas for efficiency gains within customer support operations, including automation opportunities and best practices for AI-human collaboration.
   2. Work with regional customer support teams to refine workflows, reduce response times, and enhance service quality.
   3. Support process documentation, ensuring that optimization strategies are clearly communicated and aligned across all European markets.
3. Stakeholder Management & Collaboration
   1. Act as a liaison between local customer support teams, the central project office, and AI technology providers, ensuring smooth communication and implementation of AI solutions.
   2. Work closely with
      - functional teams to ensure that AI-driven solutions align with business objectives and customer experience goals.
   3. Engage with senior leadership and operational teams to drive strategic AI adoption and change management.
4. Upskilling & Adoption Support
   1. Develop and support training programs to upskill regional customer support teams in working effectively with AI-based solutions.
   2. Promote best practices for blending AI automation with human support, ensuring a seamless and
      - quality customer experience.
   3. Gather feedback from frontline agents to refine AI implementations and continuously improve system performance.

Your Profile & Qualifications

• Experience in business process optimization, customer support operations, or AI-driven service improvements.
• Some understanding of AI tools for customer support (chatbots, NLP, automation, etc. ) and their impact on operational efficiency would be helpful but is not necessary.
• Excellent stakeholder management skills, with experience in collaborating across multiple teams, regions, and
  - party providers.
• A
  - starter with a data-driven approach, able to analyse support metrics and recommend improvements.
• Strong problem-solving abilities and a keen eye for identifying areas of optimisation.
• Experience in training, upskilling, and change management related to new technology adoption in a customer support environment.

Why Join team. blue?

• Opportunity to shape the future of AI-driven customer support in a leading digital services company.
• Work in a dynamic, multi-country environment, collaborating with teams across 22 European markets.
• Be at the forefront of AI innovation in customer support, directly impacting service efficiency and customer satisfaction.
• Flexible, hybrid working environment with opportunities for personal and professional growth.

"Come as you are"

Everyone is welcome here. Diversity & Inclusion are at our core. Far above any technical competence, we value respect, openness, and trusted collaboration. We do not tolerate intolerance.

Right to work

At any stage please be prepared to provide proof of eligibility to work in the European country you are applying for.

Unfortunately, we are unable to support Sponsorship Visas.

At team. blue, our commitment to caring for the environment and each other is at the heart of everything we do. Our latest impact report showcases our ongoing ESG efforts and ambitious sustainability goals. Interested in learning more about our dedication to making a positive impact? Check it out here.