Technical Support, Manager, Americas
About this role
Employer-provided description, formatted for easier reading.
👫 About the team
Our highly dedicated Support team has both the art and the science for delivering customer satisfaction.
People in the team share a passion for helping our clients to surpass their digital business goals. They grow in a demanding environment, combine technical and consultative skills and are ready to tackle the most complex challenges to empower our customers get the best of our platforms.
Your Mission 👇 Based in São Paulo, the Technical Support Manager is part of our Global Technical Support Organization, supporting customers across all geographies and leading our Technical Support Specialists (TSS) in the Americas (Brazil, US, Canada). You will lead a team of technical support professionals who combine strong customer-facing skills with deep technical expertise.
Your mission is to build a high-performing, autonomous and customer-focused team that delivers consistently high-quality technical support while continuously improving its technical, operational and customer management capabilities.
You will also play a key role in evolving how we deliver Technical Support through AI, automation and continuous improvement, identifying opportunities to automate repetitive work, improve customer response and enable TSS to troubleshoot and resolve issues more effectively.
You will work closely with our global Support leadership team, as well as Sales, Services, Product and R&D teams, to resolve customer issues effectively and ensure customer feedback drives improvements across the organization. You'll join an international team of ~20 people based in 8 countries and report directly to our VP Technical Support.