Description
**Responsibilities and Duties**
* Lead and develop the support team, promoting training, alignment, and a culture of excellence in customer service;
* Structure, standardize, and optimize customer service and technical support processes;
* Monitor performance, quality, and customer satisfaction metrics, driving continuous improvement initiatives;
* Manage prioritization and resolution of support tickets and bugs with Product and Technology teams;
* Collaborate with other departments (Sales, Customer Success, Implementation) to ensure a positive customer journey;
* Promote the use of tools and automation to increase team productivity and enhance customer experience;
* Serve as a technical and behavioral reference within the department, ensuring alignment with company culture;
* Support other activities related to the department and team requirements.
**Requirements**
* Education: Bachelor's degree in Business Administration, Accounting, Information Systems, or related fields.
* Experience managing support or customer service teams, preferably in technology or consulting companies;
* Experience in tax and/or accounting processes is a significant advantage.
* Knowledge of ERP systems;
* Familiarity with customer service tools (Jira and HubSpot);
* Knowledge of tax, accounting, or legal processes.