Support Manager – Tax

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

📋 Description

• Lead and cultivate a team of professionals specializing in tax support and customer service;

• Address and resolve customer inquiries related to tax, fiscal, and accounting issues;

• Perform comprehensive tax analyses and provide guidance to the team on complex cases;

• Organize regular training sessions to enhance skills and keep the team informed;

• Generate management reports for the executive team, delivering insights that facilitate ongoing product enhancement;

• Track legislative changes, particularly those concerning the Tax Reform, ensuring the team remains informed;

• Assist the team in submitting taxes, returns, and related obligations;

⛳️ Requirements

• Proven experience in structuring, planning, and overseeing support operations;

• Capability to define and track customer service KPIs (SLA, NPS, First Call Resolution);

• Familiarity with ticketing and customer support platforms (Zendesk, Tiflux);

• Expertise in building, developing, and leading multidisciplinary support teams;

• Proficient in analytical tools (Advanced Excel, Power BI);

• Ability to derive strategic insights from service and satisfaction metrics;

• Knowledge of agile methodologies (Scrum, Kanban) and quality frameworks (Lean Six Sigma);

• Experience in implementing continuous improvements and standardizing operational processes;

• Skill in managing critical incidents and executing action plans;

• Familiarity with identifying and deploying customer service automation tools (chatbots, AI);

• Experience with integration solutions between systems and optimizing workflows;

• Expertise in ensuring compliance with regulatory standards and governance best practices;

• Experience managing prompt projects;

• Extensive background in tax analysis and overall tax operations;

• Current knowledge of the Tax Reform and its implications;

🏝️ Benefits

• Caju Benefits Card – R$700.00 monthly for your personal use; not deducted from payroll and remains active during vacation;

• Unimed Health Plan – fully covered by Contajá, with co-payment applicable only upon usage. Dependents (spouses — heterosexual or same-sex couples, and children) are fully covered by the employee;

• Birthday Day Off – celebrate your special day as you wish;

• Wellhub (Gympass) – access to gyms and wellness platforms;

• Telepsychology – up to 2 complimentary sessions each month;

• Telenutrition – up to 2 complimentary sessions each month;

• 15% discount on laboratory tests at the Dasa network;

• 30% discount on generic medications at Pague Menos and 20% on brand-name drugs;

• Partnership with Estácio – support for your educational growth;

• ImpulsoJá Career Plan – more than just a career plan, it's your launchpad to success. Discover how to advance through levels, achieve goals, and fulfill your professional aspirations;

• Gamification – earn virtual coins throughout your journey and redeem them for rewards such as a Kindle, tickets to industry events, exclusive gifts, and more;