Customer Support Manager LATAM

The Internet of Things (IoT) is transforming our world—making it safer, more sustainable, and smarter. As a Quectel company, Acceleronix empowers customers to succeed in their IoT projects by turning innovative ideas into impactful, real-world solutions. At Acceleronix, our customers' and employees' groundbreaking ideas drive everything we do. We take creative concepts from the drawing board to full production, delivering solutions that make a tangible difference. Joining our team means collaborating with company leaders, and building strong relationships with colleagues who share your curiosity about connecting the unconnected. We're a team that cares deeply about our customers, values having fun, and is committed to making a positive impact in our local communities. Role Overview We're seeking a proactive and experienced LATAM Customer Support Manager to build, lead, and scale our customer support function across Latin America. This role is based in Brazil Campinas and will be responsible for setting up the regional support team, defining workflows, and ensuring high service levels across technical support, commercial inquiries, and logistics coordination. This is a hands-on leadership role requiring someone who can operate strategically while actively engaging with customers and internal teams to solve challenges, improve operations, and ensure an exceptional customer experience. Key Responsibilities Customer Support Operations Build the LATAM Customer Support organization from the ground up, including hiring, onboarding, and mentoring support agents. Define and implement support workflows, escalation paths, and SLAs tailored to regional needs. Oversee support for technical issues, commercial inquiries, order tracking, and logistics coordination. Knowledge Management Develop and maintain a robust knowledge base and internal documentation. Establish best practices for capturing, updating, and sharing critical customer-facing information. Customer Engagement & Escalation Management Serve as the escalation point for key customers and complex support cases. Foster long-term customer relationships through effective communication and issue resolution. Collaboration & Enablement Work closely with Sales, Operations, and Product teams to streamline support handoffs and improve customer journeys. Act as the voice of the customer to influence service improvements and product enhancements. Reporting & Continuous Improvement Track KPIs and generate insights to drive process improvements. Establish reporting cadences for internal stakeholders and continuously evaluate performance metrics. Qualifications Experience 5+ years in a customer support or operations leadership role, ideally in an IoT environment, telco or B2B SAAS environments. Proven experience scaling support teams and building processes from scratch. Strong understanding of technical support, customer operations, and logistics in LATAM markets. Skills Exceptional problem-solving and interpersonal skills. Strong organizational skills with attention to detail and follow-through. Comfortable with CRM and ticketing platforms (e.g., Freshdesk, Salesforce). Mindset: Hands-on, entrepreneurial attitude with a passion for delivering outstanding customer experiences. Comfortable with ambiguity and fast-paced environments. Technical Proficiency: Strong understanding of IoT architectures, including connectivity options (e.g., NB-IoT, LTE-M), device management, and cloud platforms. Voice of the Customer & Innovation: Catalyst Act as an internal champion for customer needs. Translate feedback into actionable insights to influence product innovation and roadmap direction. Cross-Functional Collaboration: Work closely with customers, the sales team, and internal stakeholders to support customers, leveraging both Acceleronix and third-party offerings. Communication Skills: Excellent verbal and written communication skills, with the ability to convey complex technical information clearly to diverse audiences in Portuguese, Spanish, and English. Customer-Centric Demonstrated ability to understand and align solutions with customer business goals. Location Based in Brazil, Campinas. Schedule: This position requires flexibility to work in shifts and be on-call, including weekends and holidays, to support customers across different time zones. Availability for emergency escalations and regional coordination is essential. Candidates must be prepared to adjust working hours as needed to ensure consistent service coverage and issue resolution. Travel: The role requires frequent travel, approximately 25% of the time, both within Brazil and internationally, including multi-week business trips as needed. This is a role at the forefront of a fast-growing tech sector, offering high-impact exposure to IoT innovation, digital transformation, and global ecosystems. You'll join a collaborative and innovative environment within a dynamic international team, with ample opportunities for professional growth, leadership, and advancement. In addition to shaping and scaling global customer success operations, you'll benefit from competitive compensation and a comprehensive benefits package. Join us at Acceleronix and be a part of shaping the future of IoT.