Support Manager Customer Care · São José Dos Campos ·

About edroneWe'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 ServiceFoster a high-performance culture based on accountability, ownership, and resultsEnsure collaboration across the three areas and alignment with company strategyAttract, hire, and train top talents for key positions as the team growsBuild, track, and improve KPIs across the Customer Care teamsWork closely with other departments (Product, Sales, Marketing, and Tech) to improve the customer journey and value deliveryCollaborate effectively with the Polish team to ensure alignment, share best practices, and drive unified customer care strategies across marketsIdentify gaps and opportunities in current processes and lead initiatives to optimize efficiency and experienceOwn and evolve the Customer Journey Framework to increase customer satisfaction and lifetime valueBe a key player in MRR growth through improved retention, upselling, and onboarding speedRepresent the Support area in internal leadership meetings, ensuring your department's voice is heard in broader decisionsBuild a knowledge-sharing environment between Customer Care and other teams to ensure everyone is aligned around customer needs and business impactWhat 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 approachStrong leadership and coaching skills – you know how to build a team, not just manage oneAbility to manage complexity, prioritize effectively, and stay focused in fast-changing environmentsAbility to communicate with assertiveness and enjoy challenging debates with C-LevelsCapability to perform in a challenging environment with high-pressure and high-speedDeep understanding of the Brazilian marketExcellent communication skills in Portuguese and English What we offer:A comprehensive onboarding process to set you up for successA strategic, high-impact position — you'll shape the direction of Customer Care in one of edrone's key marketsBenefits:Food voucherTransportation voucher and home office assistanceTotalPass for you and your familyHealth and dental insuranceEnglish lessons paid by edroneFull SESC credentialLife insuranceTelavita for mental health supportHybrid from São José dos Campos/SPWhat the recruitment process looks like:A 30-minute online chat with People and Culture Partner – Giovanna Dias, where we'll get to know you betterA 45-minute online conversation with Chief of Customer Care – Wioleta Jednaka-Gracz, focused on your skills and experienceFinal interviewwith key managersWelcome aboard
Regardless of the outcome at any stage, you will always receive feedback from us regarding your application.
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