Head of Support

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

📋 Description

• Lead and cultivate the support team, promoting training, alignment, and a culture centered on service excellence.

• Structure, standardize, and enhance customer service and technical support processes.

• Monitor performance, quality, and customer satisfaction metrics, driving initiatives for continuous improvement.

• Oversee the prioritization and resolution of support tickets and bugs in cooperation with Product and Technology teams.

• Collaborate closely with Sales, Customer Success, and Implementation to ensure an exceptional customer journey.

• Encourage the utilization of tools and automation to boost team productivity and improve the customer experience.

• Act as a technical and behavioral role model within the department, ensuring alignment with the company's culture.

• Assist with other activities related to the department and the needs of the team.

⛳️ Requirements

• A Bachelor's degree in Business Administration, Accounting, Information Systems, or a related field.

• Experience in managing support or customer service teams, ideally in technology or consulting sectors.

• Experience with tax and/or accounting processes is a considerable advantage.

• Familiarity with ERP systems.

• Knowledge of customer support tools, including Jira and HubSpot.

• Understanding of tax, accounting, or legal processes.

🏝️ Benefits

• Comprehensive health and wellness programs.

• Opportunities for professional development and career growth.

• Flexible work schedules and remote work options.

• Collaborative and inclusive company culture.