Support Manager South America

Job descriptionDo you thrive in fast-moving, real-time operational environments?
Do you enjoy leading diverse international teams toward shared goals?
Are you passionate about building processes that create world-class customer experiences?
Do you excel at solving complex problems under pressure?
Are you motivated by improving performance, clarity, and collaboration across teams?
Are you able to work 11am-7pm UTC from Sunday to Thursday?
If the answers to the above questions are yes, then this role could be ideal for you
As a Customer Support Manager at GRID, you will lead a global Support team responsible for ensuring the quality, accuracy, and timeliness of our live esports data flows.
You'll guide a diverse group of professionals working 24/7 across multiple regions, helping them excel in a fast-paced, high-impact environment.Your role blends people leadership, operational oversight, and customer-centric decision making.
You will build processes that scale sustainably, strengthen cross-team collaboration, and elevate the overall Support experience for our partners and customers.
You will also act as a key point of escalation during high-priority operational moments, ensuring smooth resolution and clear communication.Success in this role means shaping a culture where clarity, ownership, and collaboration thrive.
You will be instrumental in improving how we work, how we communicate, and how we deliver exceptional service in one of the most dynamic industries in the world.Job requirementsWhat you will do People management:Recruiting and onboarding new members of the global Support TeamEmployee goal-setting and performance managementEmployee development and career managementManaging conflicts and tensions within the teamWeekly 1-1 with each team memberOrganization:Managing shifts and absences to ensure proper staffing for our 24/7 operationsCommunicating and collaborating with other Teams at GRIDManaging Support Processes (Design, Improvement, Measurement)Driving a culture of collaboration and knowledge sharing inside and outside of the teamLeading and contributing to initiatives aimed at improving the efficiency of the Support TeamCustomer Experience:Ensuring communications and responsiveness of the team are meeting our standardsManaging customer escalation and sensitive customer and partner communicationsEscalating critical issues to the appropriate leaders in the GRID organizationReporting:Providing regular reports on key Support activities and the performance of the Support TeamProviding regular reports on other business activitiesYour skills will includePrior experience managing a remote international team of 5-10 people with experience in live supportA customer-centric service mindsetExcellent problem-solving skills and attention to detailEffective communication and collaboration skillsAbility to adapt to a fast-paced startup environmentKnowledge about competitive gaming and popular esports titles (CS2, DotA, League of Legends, Valorant, Rainbow 6 Siege) would be a plusDetailsRemoteSão Paulo, São Paulo, Brazil•Buenos Aires, Buenos Aires, Argentina•+1 moreSupportLATAM, Remote, South AmericaWorking PatternSaturday - WednesdayAll done
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