Customer Support Manager: Lead, Optimize & Elevate CX

Sovos Latinoamérica; Santiago; Presencial; CLP 27.900.000 - 50.220.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health, Dental and Catastrophic保险

Meal Allowance

Holiday Bonus

Global Mentoring Program

AI Tools from Day 1

Descripción de la vacante

Sovos is seeking a Manager, Customer Support in Chile to lead a growing team delivering top-tier service across all customer-facing channels. You will drive performance, processes, and cross-functional collaboration to protect customer satisfaction and business outcomes.

You will oversee hiring, onboarding, and development while leveraging AI tools to optimize operations and metrics. English proficiency and SaaS/tax compliance experience are a plus.

Formación

• Minimum 3+ years in customer support or technical support.
• Experience leading teams and coaching.
• Familiarity with ITIL or lean support processes is a plus.

Responsabilidades

• Lead, coach, and develop a Customer Support team to deliver high-quality service across channels.
• Manage day-to-day operations, coverage, workload balance, and queue health while meeting SLAs.
• Oversee escalation management with proper documentation and root-cause follow-up.
• Leverage AI tools to improve processes, reduce repeat contacts, and accelerate resolutions.
• Report on KPIs (CSAT, SLA, escalations, first response, case volume) and translate insights into actions.
• Coordinate with Customer Success, Product, Engineering, and Professional Services on incidents and systemic issues.
• Oversee hiring, onboarding, and retention of support talent, fostering inclusion.

Conocimientos

People management

Salesforce

Multi-channel support

Analytical thinking

English proficiency

Herramientas

Salesforce

Ticketing systems

Descripción del empleo

Sovos is seeking a Manager, Customer Support in Chile to lead a growing team delivering top-tier service across all customer-facing channels. You will drive performance, processes, and cross-functional collaboration to protect customer satisfaction and business outcomes.

You will oversee hiring, onboarding, and development while leveraging AI tools to optimize operations and metrics. English proficiency and SaaS/tax compliance experience are a plus.