Customer Support Manager

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Take full responsibility for people management of CSR and CSS agents, including 1:1 meetings, coaching, performance evaluations, PIPs, and hiring recommendations.

• Foster a culture centered on accountability, ongoing improvement, and professional growth.

• Oversee the LATAM contractor workforce, managing onboarding, performance, scheduling, and cultural integration.

• Identify skill deficiencies within the team and implement targeted training initiatives.

• Be accountable for the overall performance of the support organization across all levels.

• Develop and enhance escalation frameworks, workflow logic, and tier structures as volume and complexity change.

• Establish and maintain reporting routines that provide actionable insights—going beyond dashboards to deliver narratives on successes and areas for improvement.

• Plan capacity across various shifts, regions, and skill levels to optimize cost and coverage.

• Lead semi-annual OKR setting and retrospectives for the support organization.

• Represent the Support team in discussions with Product and Engineering—advocating for customer pain points, identifying bug patterns, and influencing priorities on the roadmap.

• Work in coordination with Compliance on BSA/AML-related support workflows and state-level regulatory obligations.

• Manage the cross-functional relationship with Legal—ensuring escalation workflows are documented, adhered to consistently, and that response timelines align with legal and regulatory requirements.

• Collaborate with the Customer Success Operations Manager on decisions regarding tools, automation strategies, and AI enhancements.

• Partner with the Frontline Support Manager to ensure quality in escalation handoffs and efficiency in T1-to-T2 workflows.

• Transition the department's focus from reactive ticket resolution to proactive support—anticipating and addressing customer issues before they lead to increased contact volume.

• Analyze data on contact drivers to identify recurring, high-volume issue patterns, and develop automated solutions to eliminate these at their source.

• Lead the automation roadmap for the support organization—assessing, proposing, and implementing workflow automations, self-service tools, and AI-driven solutions that lessen manual labor and enhance resolution speed.

• Collaborate with Engineering and Product teams to ensure that recurring support issues are addressed through product fixes, in-app guidance, or automated resolution paths, rather than relying on permanent manual workarounds.

• Promote a complexity-first approach: dissect multi-step, cross-system challenges into manageable components that can be systematized, automated, documented, or self-served.

• Monitor and report on deflection and automation metrics—evaluating the effect of proactive initiatives on ticket volume, cost-per-resolution, and customer effort scores.

• Identify systemic inefficiencies within the support funnel and propose structural solutions.

• Benchmark support performance against industry standards and competitors.

• Assess and recommend tools, automation, and process changes that lower overall contact rates and cost-per-resolution while upholding quality.

⛳️ Requirements

• Over 3 years of experience managing customer support or customer success teams, preferably in fintech, crypto, or regulated sectors.

• Proven capability to think at a departmental level—linking team performance to business results.

• Demonstrated experience in driving proactive support initiatives—reducing ticket volume through automation, self-service options, workflow creation, or systemic improvements instead of increasing headcount.

• Strong aptitude for navigating complexity—able to break down multi-layered, cross-system issues and design scalable solutions.

• History of identifying, proposing, and implementing automation workflows that significantly reduced manual effort or contact volume.

• Experience managing distributed or remote teams across various time zones.

• Strong analytical skills—comfortable with building reports, interpreting data, and making decisions based on metrics.

• Proven history of mentoring and developing team members, including managing challenging performance discussions.

• Familiarity with CRM platforms (Intercom preferred, Zendesk or similar acceptable).

• Exceptional written and verbal communication skills in English.

• Experience collaborating with US-based leadership in a cross-cultural, remote work environment.

🏝️ Benefits

• Health insurance

• Retirement plans

• Paid time off

• Flexible work arrangements

• Professional development