Support Manager

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

📋 Description

• Manage incoming customer inquiries through Jira Service Management and our support phone line. Triage, investigate, resolve, and ensure SLAs are maintained.

• Oversee the customs declaration process in CAS from initiation to resolution. Correct errors, handle follow-up tasks, and respond to alerts before they hinder the customer experience.

• Analyze declaration issues in CAS by deciphering error messages, validating data, and pinpointing root causes.

• Resolve issues directly when possible, including taking necessary actions in CAS or on customer-facing customs platforms, or escalate to Product Support or 3rd Line with a detailed reproduction path.

• Guide customers on the appropriate course of action and proactively intervene to ensure business continuity.

• Collaborate with Product, Engineering, and Sales teams. Document clear bug reports in Jira, advocate for significant fixes, and incorporate customer feedback into the product roadmap.

• Enhance our Confluence knowledge base by documenting resolved issues clearly for future reference and reuse.

⛳️ Requirements

• Excellent written and verbal communication skills in English.

• Prior experience in a customer-facing support role, preferably in B2B SaaS, ERP, or another technical product.

• Background in customs, freight forwarding, or international logistics.

• Practical experience with a ticketing system (such as Jira Service Management or similar), including triaging, prioritizing by impact, and managing SLAs.

• Proficiency in writing structured documentation in Confluence or a similar knowledge base.

• Ability to operate within a defined escalation process and a multi-tier support model.

• Strong analytical skills; capable of reading logs, tracing data flows, and forming hypotheses.

• Willingness to work within our support hours of 07:00–19:00 CET on a rotating shift schedule.

• *Nice to Have*

• Knowledge of EU customs systems (NCTS, AES, ICS2, national declaration platforms) or AEO processes.

• Experience executing customs actions on third-party platforms (e.g., TRACES, MCP, national customs portals).

• Familiarity with SQL or basic data querying for investigating customer data issues.

• Experience in API troubleshooting (reading request/response logs, understanding HTTP status codes, working with Postman).

• Previous experience in a scale-up or fast-paced SaaS environment where processes are still being developed.

🏝️ Benefits

• **High-Impact Work in a Growth Environment:** Join a rapidly scaling company where your expertise directly influences business success, innovation, and customer value.

• **A Globally-Minded Team:** Collaborate with talented professionals from various backgrounds and levels of seniority, bringing diverse perspectives to achieve better outcomes and create remarkable results.

• **A Culture of Ownership and Performance:** Become part of a company that values initiative, clear communication, and results, fostering an open, supportive, and informal working culture.

• **Work–Life Integration That Supports Productivity:** We believe that high performance and well-being go hand-in-hand. Our approach to work-life balance helps you remain focused, healthy, and engaged.

• **Flexible Working to Drive Efficiency:** Enjoy a hybrid working model that allows for part-time remote work, designed to support both individual flexibility and team collaboration.

• **Support for Smart, Sustainable Travel:** Access a mobility budget that reimburses the use of hybrid or fully electric vehicles, aligning with personal and environmental responsibility.

• **A Strategically Located Workplace:** Work from a modern, well-connected office near Mechelen train station, facilitating smooth commutes and seamless collaboration.