Senior Technical Support Manager

Description

Summary: Seeking an experienced Technical Support leader to manage and develop a Brazil-based support team, strengthen operations, and coach technical support engineers. Highlights: 1. Lead, coach, and develop a Brazil-based Technical Support team 2. Own and improve key support metrics like SLA, CSAT, and resolution time 3. Lead customer escalations and advocate for product improvements **Senior Technical Support Manager (Brazil) — Hybrid, Florianópolis/SC** We're looking for an experienced Technical Support leader to manage and develop our Brazil\-based support team and strengthen our support operations as we scale. This is a customer support leadership role (not IT/Telecom/Network Operations management). If you've led SaaS support teams, love building strong support systems, and can coach technical support engineers to deliver an excellent customer experience, we'd love to meet you. **WHAT YOU WILL DO** People Leadership \& Team Development * Lead, coach, and develop a Brazil\-based Technical Support team through regular 1:1s, feedback, performance management, and growth plans. * Support hiring, onboarding, ramp plans, and ongoing enablement to maintain a high\-performing team. Support Operations \& Performance * Own and improve key support metrics such as SLA, CSAT, backlog health, time\-to\-first\-response, and time\-to\-resolution. * Build and maintain scalable support processes: triage practices, severity definitions, escalation paths, and internal communication routines. * Drive quality assurance (ticket reviews, calibrations, coaching moments) to keep standards consistently high. Customer Escalations \& Advocacy * Lead escalations end\-to\-end, ensuring strong customer communication, fast alignment internally, and clear follow\-through. * Identify recurring themes and advocate for improvements in product, tooling, and support workflows. Tooling, Knowledge \& Enablement * Improve Zendesk workflows: routing, macros, automations, tagging, reporting, and documentation. * Strengthen knowledge management: internal playbooks, public help content, and training materials. Cross\-Functional Collaboration * Partner with Product and R\&D to share customer insights, help prioritize issues, and participate in post\-mortems and root\-cause analysis when needed. * Collaborate closely with the VP of Technical Support to uphold best practices and align with global strategy. **WHO YOU ARE** Must\-haves * 3\+ years leading Technical Support / Customer Support teams, ideally in a SaaS environment. * Strong people management experience: coaching, performance management, and team development. * Hands\-on experience running support operations and owning metrics (SLA/CSAT/backlog/response \& resolution time). * Experience with Zendesk or similar customer support platforms, including reporting and workflow improvement. * Excellent communication skills in English and Portuguese (Spanish is a plus). * Customer\-first mindset with strong judgment and calm escalation leadership. Technical fluency (important, but you don't need to be a developer) * Comfortable troubleshooting web and SaaS concepts (e.g., HTML/CSS/JS basics, APIs, logs) enough to guide investigations and coach the team \- you do not need to be a software developer. **Location \& Work Model** This is a hybrid role; candidates must reside in Florianópolis/SC to support collaboration, training, and in\-person meetings. **Application Instructions** Please submit an English version of your resume. Interviews will be conducted in English to align with our global communication standards. **About Duda** Duda is a web design platform that helps agencies and businesses create beautiful, customizable websites quickly and easily. Our platform powers over a million websites for more than 22,000 clients and their end customers. One thing that sets Duda apart is our advancements in AI. Our AI tools help customers instantly create content, update text, handle SEO, and even build new sections for their sites. It can also generate image descriptions and translate content, so our clients can launch great websites faster with less effort. Want to learn more about Duda? Check us out here! \#LI\-hybrid