Customer Technical Support Lead – ROIT Solutions

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

📋 Description

• Lead and nurture the support team, fostering training, alignment, and a culture of excellence in customer service;

• Create, standardize, and enhance customer service and technical support processes;

• Track performance, quality, and customer satisfaction metrics, driving initiatives for continuous improvement;

• Oversee the prioritization and management of tickets and bugs in collaboration with product and technology teams;

• Work in tandem with other departments (Sales, Customer Success, Implementation) to guarantee a positive customer journey;

• Encourage the adoption of tools and automations that boost team productivity and elevate the customer experience;

• Act as a technical and behavioral reference within the area, ensuring alignment with the company culture;

• Assist with additional activities related to the department and the team's requirements.

⛳️ Requirements

• Education: Bachelor's degree in Business Administration, Accounting, Information Systems, or related disciplines.

• Experience in managing support or customer service teams, ideally in technology firms or consultancies;

• Experience with tax and/or accounting processes is a significant advantage;

• Familiarity with ERP systems;

• Knowledge of customer support tools (Jira and HubSpot);

• Understanding of tax, accounting, or legal processes.

🏝️ Benefits

• To be defined

• Flexible