Manager, Customer Support

Sovos Latinoamérica; São Paulo; Presencial; BRL 120 000 - 180 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Global Mentoring Program

AI Tools and Technology from Day 1

Continuous Learning and Development

Language Learning Support

Global Employee Recognition Program

Resumo da oferta

Sovos is seeking a Manager, Customer Support in São Paulo to lead a team of support professionals across channels, delivering consistent, high-quality service for a global tax compliance platform.

You will set performance expectations, coach analysts, manage SLAs, and partner with Product, Engineering and Customer Success to drive improvements, automation, and customer satisfaction.

Qualificações

• Experience in customer support or technical support with people-management responsibility.
• Ability to translate operational data into process improvements that drive outcomes.
• Familiarity with CRM/ticketing platforms (Salesforce a plus) and strong documentation.
• Clear communication in English, with a customer-first mindset and cross-regional collaboration.
• Comfort using AI-assisted tools to improve team workflows and customer experience.
• Experience in SaaS, tech or tax-compliance environments, ITIL or lean processes valued but not required.

Responsabilidades

• Lead and develop a team of Customer Support Analysts and Engineers; foster a high-performance, customer-first culture.
• Define and monitor KPIs, provide feedback, ensure a safe inclusive environment.
• Oversee day-to-day operations across all support channels; manage SLAs for first response, assignment and resolution.
• Drive escalation processes with proper documentation and root-cause follow-through.
• Leverage AI tools to improve processes, reduce repeat contacts, and speed resolutions.
• Report on key KPIs and translate insights into action plans.
• Coordinate with Customer Success, Product, Engineering and Services on incidents and systemic issues.

Conhecimentos

People leadership

Team management

Operational analytics

CRM & ticketing

English communication

AI tools in ops

SaaS familiarity

ITIL/Lean knowledge

Ferramentas

Salesforce

Descrição da oferta de emprego

SOVOS

Manager, Customer Support

Client Support·Full-Time·Brazil

Build your future with Sovos.

If you're seeking a career where innovation meets impact, you've come to the right place. As a global leader, Sovos is transforming tax compliance from a business requirement to a force for growth while revolutionizing how businesses navigate the ever-changing regulatory landscape.

At Sovos, we're dedicated to more than just solving compliance challenges -- we're committed to making a positive and lasting difference in everything we do. Our teams operate on the modern edge of digital technology, working not only to solve complex business challenges but also to enrich our personal, professional, and local communities.

Our purpose-built systems provide the tools you need to thrive in a world where governments demand increased visibility, faster reporting and greater control over business processes. Excited about the possibilities? So are we!

Don't worry if you don't check all the boxes -- apply anyway! We're focused on hiring the right people, not just the "right" resume. It's not about what you've done elsewhere; it's all about what you're capable of doing here.

The Role

At Sovos, we're transforming how companies around the world manage tax compliance, helping half of the Fortune 500 and thousands more stay ahead in a complex, ever-changing global regulatory landscape. As a Manager, Customer Support, you'll lead a team of support professionals to deliver consistent, high-quality service across all customer-facing channels. This 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.

More Specifically, You Will

• Lead, coach, and develop a team of Customer Support Analysts, Specialists, and Engineers, fostering a high-performance and customer-first culture through regular 1:1s, performance reviews, and development conversations.
• Set clear performance expectations and KPIs, provide timely and constructive feedback, and 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 while monitoring team adherence to SLAs for first response, assignment, and resolution targets.
• Drive escalation management processes, ensuring escalated cases are handled with urgency, proper documentation, and root cause follow-through while maintaining high-quality ticketing hygiene within the CRM/ticketing system.
• 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.
• Own and report on key support KPIs including CSAT, SLA compliance, escalation rate, first response time, and case volume trends, analyzing operational data to identify patterns and translate insights into action plans.
• Serve as the primary operational liaison between Customer Support and teams including Customer Success, Product, Engineering, and Professional Services, coordinating on incident management, escalations, and systemic issues impacting multiple customers.

What You Bring to Sovos

• You've built solid experience in customer support, customer service, or technical support roles, including at least a year in a people management or team lead capacity with direct responsibility for performance management.
• You can analyze operational data and translate findings into concrete process improvements that drive measurable outcomes.
• You have experience working with CRM and ticketing platforms (Salesforce experience is a strong plus) and understand how to maintain ticketing hygiene and documentation standards.
• You're organized, able to manage competing priorities, and comfortable working in dynamic environments where you'll influence cross-functional stakeholders without direct authority.
• You communicate clearly and effectively in English (spoken and written), with a customer-first mindset that comes through in meetings, reports, and cross-regional collaboration.
• You're comfortable leveraging AI-assisted tools to improve team workflows and enhance the customer experience.
• Experience in a SaaS, technology, or tax compliance environment, familiarity with ITIL or lean support processes, or working knowledge of e-invoicing and VAT/tax compliance are all valued but not required.

The Process

We believe in a transparent and comprehensive hiring process. Here's what you might expect:

• 1
  Pre-Employment Assessment
  Regionally specific assessments we use to mitigate bias and give every applicant a fair shot.
• 2
  Video Interview
  A chance to meet as many qualified applicants as possible and get to know you beyond your resume.
• 3
  Meeting with a Recruiter
  A conversation to talk through the role, your experience, and your goals.
• 4
  Live Interviews with the Hiring Team
  Meet the people you'll work with and dig into the day-to-day of the role.

Life at Sovos

• Global Mentoring Program
• AI Tools and Technology from Day 1
• Continuous Learning and Development
• Language Learning Support
• Global Employee Recognition Platform and Programs
• Global Parental Leave Policy
• Comprehensive Medical and Dental Plan
• Life Insurance
• Meal/Food Card
• Wellness Platform
• Childcare Reimbursement Benefit

Equal Opportunity Employer

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.

Company Background

Sovos is a global provider of tax, compliance and trust solutions and services that enable businesses to navigate an increasingly regulated world with true confidence. Purpose-built for always-on compliance capabilities, our scalable IT-driven solutions meet the demands of an evolving and complex global regulatory landscape. Sovos' cloud-based software platform provides an unparalleled level of integration with business applications and government compliance processes.

More than 100,000 customers in 100+ countries -- including half the Fortune 500 -- trust Sovos for their compliance needs. Sovos annually processes more than three billion transactions across 19,000 global tax jurisdictions. Bolstered by a robust partner program more than 400 strong, Sovos brings to bear an unrivaled global network for companies across industries and geographies. Founded in 1979, Sovos has operations across the Americas and Europe, and is owned by Hg and TA Associates. For more information visit www.sovos.com and follow us on LinkedIn and Twitter.