Technical Support Manager

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. WHAT YOU WILL DO 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. 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 #J-18808-Ljbffr