Job at a glance
O que você fará The Senior Manager, Product Support will lead and scale a high-performing global support organization, delivering exceptional technical assistance and customer experience. This role operates overseeing frontline leaders and representatives, and driving operational excellence across support functions. You will be responsible for optimizing support operations, enhancing customer satisfaction, and driving strategic initiatives—including the adoption of AI and automation—to improve efficiency, scalability, and outcomes.
This role requires a balance of strong technical acumen, leadership capability, and a data-driven approach to continuous improvement. This position is also open to people with disabilities (PcD), in accordance with Law No. 8.213/91 (Esta vaga também é destinada a pessoas com deficiência (PcD), conforme Lei nº 8.213/91). **Only CVs in EN will be considered** Quais serão as suas responsabilidades Leadership & Team Development Lead and develop a team of technical support professionals, including first-line .managers, team leads, and support representatives.
Set clear performance expectations, conduct evaluations, and foster a culture of accountability, collaboration, and continuous improvement. Coach and mentor managers and team leads to build a scalable, high-performing organization. Technical Support Operations Own and optimize end-to-end support operations to ensure efficient, high-quality issue resolution. Drive adherence to SLAs, improve operational efficiency, and scale support processes.
Partner with global teams to continuously improve KPIs such as TTR, CSAT, and productivity. Identify and implement opportunities for AI and automation to improve case deflection, triaging, and resolution times. Customer Experience & Escalation Management Oversee critical escalations and provide guidance on complex technical issues. Engage directly with customers as needed to resolve high-impact issues and ensure satisfaction.
Ensure clear, effective communication of technical concepts to both technical and non-technical stakeholders. Cross-Functional Collaboration Partner with Product, Engineering, Sales, and Training teams to drive product improvements and better customer outcomes. Influence the development of AI-driven tools, self-service capabilities, and knowledge management systems. Act as a key stakeholder in aligning support strategy with broader organizational goals.
Performance Management & Insights Analyze support metrics, trends, and customer feedback to identify improvement opportunities. Provide regular insights and strategic recommendations to senior leadership. Use data to drive decision-making and continuous optimization. Continuous Improvement & Innovation Champion initiatives to improve support quality, efficiency, and scalability. Stay current with industry trends, especially in AI-enabled Product Support, and bring innovative practices into the organization.
Drive a culture of experimentation and continuous learning. This role must elevate the performance of the team by: Setting a new standard for operational excellence—driving measurable improvements in core KPIs (TTR, CSAT, productivity) and reducing backlog through disciplined execution and continuous optimization. Building a high-performing leadership bench by coaching and developing managers to lead with accountability, data-driven decision-making, and a strong ownership mindset.
Embedding AI and automation into the fabric of support operations, significantly increasing case deflection, improving resolution speed, and enabling the team to scale without linear headcount growth. Elevating cross-functional influence—proactively identifying systemic issues and partnering with Product and Engineering to eliminate root causes, improving both product quality and customer experience.
O que precisa possuir para ser bem sucedido Graduate in any discipline (technical or business background preferred). 12+ years of experience building and scaling cu