**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.
João Silva
Indeed · HR
João Silva
Indeed · HR
