Senior Technical Support Manager

Duda; Florianópolis; Teletrabalho; BRL 120.000 - 150.000; Tempo integral

Resumo da oferta

Join a leading technology company as a Senior Technical Support Manager, where you'll lead a team in delivering exceptional customer experiences. This remote role requires strong leadership skills and a passion for customer service, with a focus on collaboration and innovation within the team.

Qualificações

• 3+ years in a technical support leadership role, preferably in a SaaS environment.
• Excellent communication skills in English and Portuguese.

Responsabilidades

• Manage and mentor the Technical Support team in Brazil.
• Engage with customers to resolve escalated issues.

Conhecimentos

Communication

Analytical Skills

Customer Experience

Project Management

Ferramentas

Zendesk

Descrição da oferta de emprego

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Senior Technical Support Manager (Remote – must reside in Florianópolis)

Who We Are

Duda, the premier website builder for web professionals, marketing agencies and Vertical SaaS companies, serves small businesses through partnerships with major tech and media giants like GoDaddy, TripAdvisor, and ZenBusiness. Duda is a profitable business; our platform has powered over 1 million websites, and we’re backed by $100 million investment from notable investors.

A DAY IN THE LIFE

We’re seeking an experienced Manager to help grow and scale our world class Technical Support team in Brazil as well as bring their ideas and innovation to help continue to evolve the Global Support Team.

If you are passionate about getting the best out of your people and uniting a team under a common goal - delivering world class customer experiences, then this opportunity might be a great fit for you. Experience in HTML/CSS/Javascript and/or building websites is a major plus!

What You Will Do

Team Leadership & Development

• Manage, mentor, and support the Brazil-based Technical Support team (located in Florianópolis).
• Foster a high-performance culture focused on collaboration, accountability, and service excellence.
• Identify skill gaps and provide coaching as well as create growth plans for career development.
  
  

Customer Experience & Escalations

• Engage directly with customers to resolve escalated issues and gather product feedback.
• Act as a customer advocate within the organization, influencing product and process improvements.
  
  

Operational Strategy & Execution

• Uphold agreed-upon SLAs and maintain consistent, high-quality support across all channels.
• Design and implement support processes and workflows that drive efficiency and scale.
• Develop new support strategies aligned with organizational OKRs and team goals.
• Lead and contribute to strategic projects across the support organization.
  
  

Cross-functional Collaboration

• Partner closely with Product, R&D, and other internal teams to ensure customer feedback informs product development.
• Work alongside the VP of Technical Support and Support Leadership to maintain high standards of product knowledge, systems fluency, and customer service.
• Contribute to broader company initiatives and collaborate with leaders across Duda.
  
  

As part of our Customer Success Leadership team, you'll also contribute to driving product adoption, sharing best practices, and implementing scalable strategies that create long-term value for Duda customers

Who You Are

• Proven experience (3+ years) in a technical support leadership role, preferably in a SaaS environment.
• Excellent communication skills in both English and Portuguese (Spanish is a plus).
• Strong analytical skills and a track record of making data-driven decisions.
• Strong belief in “living in the product you support.” It is important you understand deeply the way customers use our platform so you can educate/mentor/coach team members.
• Strong understanding of SaaS platforms, APIs, HTML/CSS, and cloud technologies.
• Take great pride in the customer experience and take ownership to improve the team’s failures.
• Fearless in voicing your opinions and thinking critically to improve our business.
• Demonstrated Project Management experience and ability to work cross functionally to take projects from beginning to end with little supervision.
• Empathetic, patient, and have a customer-first attitude.
• Familiarity with Zendesk is a plus.
  
  

IMPORTANT INFORMATION

Please submit an English version of your resume when applying. Interviews will be done in English to align with our global communication standards.

Our teams value the connection, collaboration, and creativity sparked by in-person interactions. At the same time, we recognize the focus, flexibility, and autonomy that remote work provides. This role offers a remote-first work model, with occasional in-person meetings and team events. For this reason, candidates must reside in Florianópolis/SC, to ensure alignment with our team’s collaboration needs and company initiatives.

Duda is an equal opportunity employer. We welcome and encourage diversity in the workplace regardless of gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other characteristics protected by law. If you have a disability or special need that requires accommodation to navigate our careers site or to complete the application process, please contact [e-mail].

Want to learn more about Duda? Check us out here!

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Technology, Information and Internet

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