Manager, Customer Support
WHAT YOU’LL DO
As a Manager in our Global Customer Support team, you will play a crucial role in leading a local team of support specialists committed to fostering strong post-sale technical relationships with our customers. You will ensure your team consistently hits their KPIs, conduct regular 1:1s, deliver actionable feedback, map career development paths, and set and review team OKRs. You will proactively address performance, champion talent growth, and lead hiring and onboarding for the local team.
In this role, you will:
People Leadership & Development: Lead, mentor, and coach a high-performing support team, instilling a growth mindset and driving continuous technical and professional development.
Operational & KPI Excellence: Monitor team performance and operational rigor, ensuring key support metrics (CSAT, CES, first response, and resolution times) meet and exceed target benchmarks.
Escalation Management: Act as a critical escalation point for complex technical customer issues, driving root-cause resolution while keeping internal and external stakeholders aligned.
Cross-Functional Collaboration: Partner with global support leaders, Customer Success, Product, and Engineering across multiple regions and time zones to streamline processes and advocate for team standards.
Process & Knowledge Sharing: Drive documentation accuracy, process standardization, and knowledge-centered support (KCS) practices across the regional and global support teams.
WHO YOU ARE
Leadership Background: Demonstrated experience managing and mentoring technical support teams, preferably within a high-growth B2B SaaS environment.
People & Culture Champion: Proven track record in talent recruitment, onboarding, performance management, and cultivating a collaborative, growth-oriented team culture.
Escalation & Case Management: Deep expertise in handling critical, time-sensitive technical escalations, with in-depth knowledge of case management and knowledge-centered support processes.
Metrics & Process Driven: Solid understanding of core support KPIs (CSAT, CES, time to resolution) and experience standardizing support workflows.
Tools & Systems: Proficiency with ticketing and CRM platforms (e.g., Salesforce, Zendesk).
Communication Skills: Exceptional verbal and written communication skills in English, with the ability to explain complex technical concepts clearly to both technical and executive audiences.
Technical Familiarity (Plus): Exposure to HTML, CSS, JavaScript, APIs, SQL, or tools like Postman, Snowflake, and Kibana is a plus.
Workplace: Ability to work a hybrid schedule from the São Paulo office.
#LI-Hybrid,