Support Manager

edrone; Monteiro Lobato; Híbrido; BRL 120.000 - 160.000; Tempo integral

Resumo da oferta

A leading SaaS platform in Brazil is seeking a Support Manager to lead Customer Care teams, including Onboarding, Customer Success, and Customer Service. The successful candidate will possess a strong ownership mindset, deep understanding of the Brazilian market, and experience in customer-centric strategies. This role offers a hybrid work model and competitive salary along with comprehensive onboarding to ensure success in a fast-paced environment.

Serviços

Food voucher

Transportation voucher

Health and dental insurance

English lessons paid

Life insurance

Mental health support

Qualificações

• Experience in SaaS or eCommerce sectors.
• Proven track record of driving results.
• Ability to build a team and manage remotely.

Responsabilidades

• Manage and coach three team leaders and over 20 specialists.
• Drive growth through customer retention and upselling.
• Align Customer Care strategies with revenue goals.

Conhecimentos

Ownership mindset

Experience leading multi-disciplinary Customer Support teams

Customer-centric strategies

Leadership skills

Fluent in Portuguese and English

Deep understanding of Brazilian market

Descrição da oferta de emprego

About edrone

Looking for a career-defining opportunity that will challenge, inspire and unlock your full potential? At edrone, we’re not just hiring a Support Manager — we’re inviting a bold, strategic thinker to co-create the future of customer care in the Brazilian eCommerce market.

edrone is one of the fastest-growing SaaS platforms for eCommerce. We help online stores grow through cutting‑edge automation, AI and actionable data. We’re international, ambitious, and driven by impact. If you thrive in a fast‑paced environment and want to be surrounded by other high performers who move fast and think big — you’ll feel right at home.

Why this role matters

As Support Manager (Brazil), you will be at the heart of our expansion in one of the most strategic markets for edrone. You’ll lead and inspire a multi‑functional Customer Care team — including Onboarding, Customer Success and Customer Service — and turn them into a powerhouse of growth. You won't just manage people or processes, you’ll create outcomes, shape the culture and drive retention and revenue like a business owner.

About the role

Support Manager (Brazil) is a key leadership role created as part of edrone’s strategy to grow our presence and revenue in the Brazilian market. This person will lead our Customer Care department, which includes three crucial areas: Customer Success, Onboarding, and Customer Service — with a strong focus on turning these teams into growth engines.

You won’t just manage processes and people — you’ll drive revenue. Your mission is to retain, grow and unlock value from our customer base by improving onboarding speed, increasing feature adoption, boosting satisfaction, and maximizing expansion opportunities. You'll collaborate closely with local leadership and global stakeholders to align customer care strategy with revenue goals.

What you’ll do

• Manage, lead and coach three team leaders with more than 20 specialists in the areas of onboarding, customer success, and customer service.
• Foster a high‑performance culture built on ownership, speed and results
• Build and scale KPIs that matter — and exceed them
• Identify improvement areas in the customer journey and own their transformation
• Collaborate with global teams to drive consistent excellence across markets
• Hire and develop top talent to grow the team
• Be the voice of the customer inside the company and the voice of the team in leadership meetings
• Create alignment between Customer Care and Product, Sales and Marketing
• Drive MRR growth through better retention, upselling and faster onboarding

What we’re looking for

• Ownership mindset: you don’t wait to be told what to do
• Experience leading multi‑disciplinary Customer Support or Care teams in SaaS or eCommerce
• Track record of driving results through customer‑centric strategies
• Leadership skills to build a team, not just run one
• Comfort with complexity, changing environments, urgency and growth‑stage challenges
• Confident communicator: fluent in Portuguese and English
• Deep understanding of the Brazilian market and customer behavior

What you’ll get

• Strategic, high‑impact role with visibility across the company
• Autonomy, trust and room to grow as a manager
• Dynamic environment where speed and ambition are rewarded
• Hybrid work model (São José dos Campos, SP)
• Competitive salary and benefits
• A comprehensive onboarding process to set you up for success

Benefits

• Food voucher
• Transportation voucher and home office assistance
• TotalPass for you and your family
• Health and dental insurance
• English lessons paid by edrone
• Full SESC credential
• Life insuranceTelavita for mental health support
• Hybrid from São José dos Campos/SP

At edrone, we value transparency in our recruitment process. While we haven’t listed a specific salary range for this position, we are flexible and open to hear your expectations. Our goal is to ensure a fair and motivating offer aligned with your experience, skills and the impact you’ll bring to this strategic role.

What the recruitment process looks like

1. A 30‑minute online chat with People and Culture Partner – Giovanna Dias, where we’ll get to know you better
2. A 45‑minute online conversation with Chief of Customer Care – Wioleta Jednaka‑Gracz, focused on your skills and experience
3. Final interview with key managers
4. Welcome aboard! 🚀

Regardless of the outcome at any stage, you will always receive feedback from us regarding your application.