Support Manager Customer Care · São José dos Campos ·

About edrone

We’re a fast-growing startup that’s transforming the way e-commerce businesses connect with their customers. We develop an all-in-one platform designed to help online stores grow through automation, AI and data-driven insights.

We are ambitious, always aiming higher. We move at high speed, embracing constant change and new challenges every day. Transparency is one of our core values: we communicate openly, share feedback and make bold decisions with courage.

If you’re looking for a dynamic and challenging environment where you’ll learn fast and help shape the future of e-commerce, edrone is the right place for you

About the role:

Support Manager (Brazil) is a key leadership role created as part of edrone’s strategy to grow our presence and revenue in the Brazilian market. This person will lead our Customer Care department, which includes three crucial areas: Customer Success, Onboarding, and Customer Service — with a strong focus on turning these teams into growth engines.

You won’t just manage processes and people — you’ll drive revenue. Your mission is to retain, grow and unlock value from our customer base by improving onboarding speed, increasing feature adoption, boosting satisfaction, and maximizing expansion opportunities. You'll collaborate closely with local leadership and global stakeholders to align customer care strategy with revenue goals.

What your typical day will look like:

• Manage and develop a team of 3 team leaders across Onboarding, Customer Success, and Customer Service
• Foster a high-performance culture based on accountability, ownership, and results
• Ensure collaboration across the three areas and alignment with company strategy
• Attract, hire, and train top talents for key positions as the team grows
• Build, track, and improve KPIs across the Customer Care teams
• Work closely with other departments (Product, Sales, Marketing, and Tech) to improve the customer journey and value delivery
• Collaborate effectively with the Polish team to ensure alignment, share best practices, and drive unified customer care strategies across markets
• Identify gaps and opportunities in current processes and lead initiatives to optimize efficiency and experience
• Own and evolve the Customer Journey Framework to increase customer satisfaction and lifetime value
• Be a key player in MRR growth through improved retention, upselling, and onboarding speed
• Represent the Support area in internal leadership meetings, ensuring your department's voice is heard in broader decisions
• Build a knowledge-sharing environment between Customer Care and other teams to ensure everyone is aligned around customer needs and business impact

What we’re looking for:

• Proven experience leading multi-disciplinary support or Customer Care teams (preferably in SaaS or eCommerce)
• Solid track record of delivering customer satisfaction while driving business KPIs (churn, upsell, MRR)
• Strategic thinking with a hands-on approach
• Strong leadership and coaching skills – you know how to build a team, not just manage one
• Ability to manage complexity, prioritize effectively, and stay focused in fast-changing environments
• Ability to communicate with assertiveness and enjoy challenging debates with C-Levels
• Capability to perform in a challenging environment with high-pressure and high-speed
• Deep understanding of the Brazilian market
• Excellent communication skills in Portuguese and English

What we offer:

• A comprehensive onboarding process to set you up for success
• A strategic, high-impact position — you’ll shape the direction of Customer Care in one of edrone’s key markets

Benefits:

• Food voucher
• Transportation voucher and home office assistance
• TotalPass for you and your family
• Health and dental insurance
• English lessons paid by edrone
• Full SESC credential
• Life insurance
• Telavita for mental health support
• Hybrid from São José dos Campos/SP

What the recruitment process looks like:

1. A 30-minute online chat with People and Culture Partner – Giovanna Dias , where we’ll get to know you better
2. A 45-minute online conversation with Chief of Customer Care – Wioleta Jednaka-Gracz , focused on your skills and experience
3. Final interview with key managers
4. Welcome aboard

Regardless of the outcome at any stage, you will always receive feedback from us regarding your application.