Manager, Customer Support

Sovos; São Paulo; Presencial; BRL 80 000 - 100 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Mentoring Programs

Yearly performance reviews

Generous time off and benefits

Resumo da oferta

Sovos is looking for a Manager, Customer Support in São Paulo to lead a team of support professionals aimed at providing exceptional service. This role emphasizes strong leadership and operational excellence, involving team coaching, performance monitoring, and strategic process improvements.

The ideal candidate should have extensive experience in customer support, with the ability to manage and lead teams effectively. The position offers generous benefits and opportunities for career growth within a diverse and inclusive environment.

Qualificações

• 3+ years of experience in customer support, customer service, or technical support roles.
• 1+ year in a people management or team lead capacity.
• Ability to analyze operational data for process improvements.

Responsabilidades

• Lead and develop a team of Customer Support Analysts and Specialists.
• Monitor team adherence to service level agreements (SLAs).
• Drive continuous improvement initiatives with measurable outcomes.

Conhecimentos

Customer support

People management

Data analysis

CRM and ticketing platforms

Organizational skills

Communication skills

Cross-functional influence

AI tools usage

Formação académica

3+ years of experience in customer support

1+ year of experience in people management

Intermediate English proficiency

Ferramentas

Salesforce

Descrição da oferta de emprego

Overview

A Manager, Customer Support at Sovos leads a team of support professionals to deliver consistent, high‑quality service across all customer‑facing channels. The role combines strong people leadership with a results‑driven operational mindset, balancing team development, process improvement, and cross‑functional collaboration to protect customer satisfaction and drive business outcomes.

Responsibilities

• Lead, coach, and develop a team of Customer Support Analysts, Specialists, and/or Engineers, fostering a high‑performance and customer‑first culture
• Conduct regular 1:1s, performance reviews, and development conversations to build individual capability and drive team engagement
• Set clear performance expectations and KPIs; provide timely and constructive feedback to direct reports
• Identify training needs and partner with enablement functions to close skill gaps across the team
• Manage hiring, onboarding, and retention of support talent; build a bench of future team leaders
• Promote a psychologically safe and inclusive environment where team members can raise concerns, share ideas, and continuously improve
• Own the day‑to‑day operations of the support team, ensuring coverage, workload balance, and queue health across all support channels
• Monitor and manage team adherence to SLAs for first response, assignment, and resolution targets
• Drive escalation management processes — ensure escalated cases are handled with urgency, proper documentation, and root cause follow‑through
• Maintain high‑quality ticketing hygiene and enforce case documentation standards within the CRM/ticketing system (preferably Salesforce)
• Leverage AI tools to improve operations; identify and implement process improvements that reduce repeat contacts, improve resolution times, and eliminate friction for customers and agents
• Manage shift schedules, capacity planning, and resource allocation to maintain optimal staffing levels
• Own and report on key support KPIs including CSAT, SLA compliance, escalation rate, reopen rate, first response time, and case volume trends
• Analyze operational data to identify patterns, anomalies, and improvement opportunities; translate insights into action plans
• Present regular performance reports to leadership with commentary on variances, root causes, and recommended actions
• Drive continuous improvement initiatives with measurable outcomes; track progress against defined goals
• Serve as the primary operational liaison between Customer Support and teams including Customer Success, Product, Engineering, and Professional Services
• Coordinate with Product and Engineering on incident management, escalations, and systemic issues impacting multiple customers
• Contribute to the Voice of the Customer programme — surface recurring themes and systemic gaps to internal stakeholders
• Support the development and maintenance of knowledge base content, internal runbooks, and SOPs for the team

Qualifications

• 3+ years of experience in customer support, customer service, or technical support roles
• 1+ year of experience in a people management or team lead capacity, with direct responsibility for performance management
• Demonstrated ability to analyse operational data and translate findings into concrete process improvements
• Experience working with CRM and ticketing platforms (preferably Salesforce)
• Strong organisational skills with the ability to manage competing priorities in a fast‑paced environment
• Excellent verbal and written communication skills with a customer‑first mindset
• Ability to influence cross‑functional stakeholders without direct authority
• Experience managing support operations across multiple channels
• Comfort leveraging AI‑assisted tools to improve team workflows and the customer experience
• Intermediate English proficiency (spoken and written) — ability to communicate effectively in English in a professional context, including meetings, written reports, and cross‑regional collaboration (Plus)
• 2+ years of experience in a SaaS, technology, or tax compliance environment (Plus)
• Familiarity with ITIL, lean support processes, or other operational frameworks (Plus)
• Working knowledge of e‑invoicing, VAT/tax compliance, or the Sovos product suite (Plus)

Benefits

The tools to enhance your life - because we want you to enjoy your life outside of work and inside!

• Mentoring Programs
• Twice‑Monthly Meeting Free Days
• Management Bootcamps and Development Trainings
• Yearly performance reviews where compensation and performance are assessed and rewarded generously
• Clear paths for growth within our roles (but we know that career development can be like a spider web, not a ladder - we give you the tools to move outside of your career as well!)
• Generous time off and benefits

Sovos is an equal opportunity employer committed to providing an environment that celebrates diversity and where equal employment opportunities are available to all applicants and employees. We do not discriminate against race, color, religions, national origin, age, sex, marital status, physical or mental disability, veteran status, gender identity, sexual orientation, or any other characteristic provided by law. At Sovos, all employees are encouraged to bring their whole selves to work.