Senior Technical Support Manager
Há 3 dias
Join our Team We’re looking for an experienced Senior Technical Support Manager to help scale and enhance our world-class support team in Brazil while also contributing to global support strategies. The ideal candidate has a strong technical background in web development, SaaS, and people management, and is passionate about fostering innovation and collaboration. Responsibilities Lead and mentor the Brazil-based Technical Support team, fostering a high-performance culture focused on collaboration, accountability, and excellence. Develop team members through coaching and personalized growth plans. Customer Experience & Escalations Engage directly with customers to resolve escalated issues and gather valuable feedback. Act as a customer advocate to drive product and process improvements within the company. Oversee support SLAs and ensure consistently high-quality service across all channels. Design and implement processes that scale efficiently, contributing to the overall strategic growth of the company. Cross-Functional Collaboration Partner with Product, R&D, and other teams to ensure customer feedback is integrated into product development. Collaborate closely with the VP of Technical Support to uphold the highest standards of product knowledge and customer service. Requirements Proven experience (3+ years) in a technical support leadership role, ideally within a SaaS environment. Strong people management skills and a passion for developing and mentoring teams. Excellent communication skills in both English and Portuguese (Spanish is a plus). A customer-first mindset with the ability to drive impactful change based on feedback. Strong analytical abilities and experience in data-driven decision-making. Project management experience with the ability to lead cross-functional projects independently. Experience with Zendesk or similar tools. Location & Work Model This is a hybrid role; candidates must reside in Florianópolis to support team collaboration, training, and in-person meetings. Application Instructions Please submit an English version of your resume when applying. Interviews will be conducted in English to align with our global communication standards. About Duda Duda is a web design platform that helps agencies and businesses create beautiful, customizable websites quickly and easily. Our platform powers over a million websites for more than 22,000 clients and their end customers. Duda is an equal opportunities employer and welcomes applications from all qualified candidates. #J-18808-Ljbffr
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