Head of Support

2 semanas atrás

São Paulo, São Paulo, Brasil Matific Tempo inteiro
**ABOUT MATIFIC**
Matific is a leading global EdTech provider that delivers an adaptive online learning platform for primary school mathematics. With our product being utilised by millions of students, teachers and parents in 100+ countries we are helping educate the youth and bring equality to education. With over $50M USD invested and a global team of over 200+ employees, we are committed to achieving our goals. We've also picked up a number of awards including numerous CODiEs, Academics' Choice and Edtech Digest to name a few.
**THE ROLE**
We are looking for an experienced Support Team Manager to join our team in São Paulo.
As the Customer Support Manager, you will lead a team of technical support representatives and proactively deal with customer inquiries and issues.
**RESPONSIBILITIES**
- Manage the Customer support team and build and follow support KPIs.
- Own the Portuguese customer-facing Help Center.
- Provide technical product and service support in the educational field.
- Recommend solutions to customers
- Plan and deliver training to staff and customers
- Create and maintain channels of communication between the sales and technical team
**Requirements**:
**Skills**:
- Customer-centric thinking
- Be curious, intelligent, and give attention to details
- Take ownership of the tasks, especially the communications back and forth with external clients and internal tech teams
- Basic (high-level) knowledge and understanding of programming
- Problem-solving
- MS Excel Advanced
Others
- Availability for hybrid work (3 days in-person and 2 days remote) in São Paulo (near MASP).
- Fluent in English (mandatory).
- Experience in management and support positions.
- Experience in SaaS.
- Minimum 6 years of experience in a management position.
- Experience in educational companies is a plus
**Benefits**:
- A business with a strong purpose to provide quality education to children everywhere
- A fast and exciting scale-up environment
- Edtech is a booming industry
- Work closely alongside seasoned, successful entrepreneurs
- Opportunity to innovate and challenge the status quo
- Great remuneration

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