Manager, Customer Support

Sovos Latinoamérica; Santiago; Presencial; CLP 64.935.064 - 97.402.596; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Flexible Time-Off

Comprehensive Health Benefits

Meal Vouchers

Bi-Weekly Meeting Free Days

Mentoring Programs

Training & Development programs

Rosetta Stone English Club

Descripción de la vacante

Sovos is hiring a Manager, Customer Support to lead a global team and deliver high-quality service across channels. You’ll shape people development, process improvements, and cross-functional collaboration to protect customer satisfaction and drive business outcomes.

You’ll manage hiring, onboarding, and talent development, ensuring strong performance, systemic issue resolution, and ongoing process optimization.

Formación

• 3+ years in customer support, customer service, or technical support roles
• 1+ year in a people-management or team-lead capacity
• Ability to analyze operational data and translate to improvements
• Experience with CRM/ticketing platforms (preferably Salesforce)
• Strong organizational skills in fast-paced environments
• Excellent verbal and written communication with a customer-first mindset
• Influence cross-functional stakeholders without direct authority
• Experience managing support operations across multiple channels
• Comfort leveraging AI-assisted tools to improve workflows
• Intermediate English proficiency for professional contexts

Responsabilidades

• Lead and develop a team of Customer Support Analysts, Specialists, and Engineers, fostering a high-performance, customer-first culture
• Conduct regular 1:1s, performance reviews, and development conversations
• Set clear performance expectations and KPIs; provide timely feedback
• Identify training needs and partner with enablement to close skill gaps
• Manage hiring, onboarding, and retention of support talent and build future leaders
• Promote a safe, inclusive environment for ideas and concerns
• Own day-to-day operations, ensuring coverage and queue health across channels
• Monitor SLA adherence for first response and resolution targets
• Drive escalation management with urgency, documentation, and root-cause follow-through
• Maintain ticketing hygiene and documentation standards in CRM (Salesforce)
• Leverage AI tools to reduce repeat contacts and improve resolution times
• Manage shift schedules, capacity planning, and resource allocation
• Own and report on key KPIs (CSAT, SLA, escalation rate, reopen rate, first response time)
• Analyze operational data to identify patterns and improvements; translate into action
• Present performance reports with variances and recommended actions
• Drive continuous improvement initiatives with measurable outcomes
• Partner with CS, Sales, and Product to align feedback with roadmap
• Serve as operational liaison between Customer Support and teams like CS, Product, Engineering
• Coordinate with Product and Engineering on incidents and systemic issues
• Contribute to Voice of the Customer to surface themes to stakeholders
• Support knowledge base content, runbooks, and SOPs

Conocimientos

People-management

Data analysis

CRM experience

Operational metrics

Cross-functional collaboration

English proficiency

AI tools familiarity

Herramientas

Salesforce CRM

Descripción del empleo

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 Work You’ll Do

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/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
• Partner with CS, Sales, and Product teams to ensure customer feedback loops inform prioritization and roadmap decisions
• 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

What We Need From You

• 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 analyze operational data and translate findings into concrete process improvements
• Experience working with CRM and ticketing platforms (preferably Salesforce)
• Strong organizational 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)
• Experience with workforce management tools and capacity planning (Plus)
• Working knowledge of e‑invoicing, VAT/tax compliance, or the Sovos product suite (Plus)
• Due to client contractual obligations, the successful candidate will be asked to clear a background check upon hire

What Does Sovos Offer You?

• Flexible Time‑Off
• Comprehensive Health Benefits
• Meal Vouchers to Assist with Food Expenses
• Bi‑Weekly Meeting Free Days
• Mentoring Programs
• Globally recognized Training and Development programs
• Virtual English Club through Rosetta Stone, and more!

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.