Technical Support, Manager, Americas

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👫 About the team

Our highly dedicated Support team has both the art and the science for delivering customer satisfaction.

People in the team share a passion for helping our clients to surpass their digital business goals. They grow in a demanding environment, combine technical and consultative skills and are ready to tackle the most complex challenges to empower our customers get the best of our platforms.

Your Mission 👇
Based in São Paulo, the Technical Support Manager is part of our Global Technical Support Organization, supporting customers across all geographies and leading our Technical Support Specialists (TSS) in the Americas (Brazil, US, Canada).
You will lead a team of technical support professionals who combine strong customer-facing skills with deep technical expertise. Your mission is to build a high-performing, autonomous and customer-focused team that delivers consistently high-quality technical support while continuously improving its technical, operational and customer management capabilities.
You will also play a key role in evolving how we deliver Technical Support through AI, automation and continuous improvement, identifying opportunities to automate repetitive work, improve customer response and enable TSS to troubleshoot and resolve issues more effectively.
You will work closely with our global Support leadership team, as well as Sales, Services, Product and R&D teams, to resolve customer issues effectively and ensure customer feedback drives improvements across the organization.
You'll join an international team of ~20 people based in 8 countries and report directly to our VP Technical Support.

Lead and develop a high-performing team

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Lead, coach and develop a team of Technical Support Specialists, creating a culture of customer ownership, technical excellence, collaboration and continuous improvement.

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Ensure TSS are capable of independently supporting customers and troubleshooting technical issues across all customer tiers, including Tier A/B customers.

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Coach TSS on technical troubleshooting, customer communication, ownership and handling of complex cases.

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Build a team that is confident and self-sufficient in handling complex customer situations, while knowing when and how to escalate appropriately.

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Provide leadership and direction during complex customer escalations, ensuring clear ownership, communication and cross-functional coordination.

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Manage performance, career development, promotions, compensation and performance improvement in partnership with HR.

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Identify and retain key talent while proactively addressing performance or engagement challenges.

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Recruit and onboard new talent and build a strong, scalable team for future growth.

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Create an environment where people continuously develop their technical expertise, customer-facing skills and careers within Support.

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The Manager is not expected to be the primary troubleshooter or case owner, your role is to build a team that can.

Drive customer and operational excellence

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Own the overall performance and quality of the Americas Support team, ensuring customers receive a consistent, high-quality support experience.

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Ensure the team takes full ownership of customer issues from investigation through resolution, escalating appropriately when required.

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Lead the team through high-impact customer escalations and critical situations, working closely with Sales, Services, Product and R&D.

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Ensure escalation processes are followed and that customers receive clear, timely and professional communication.

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Review major incidents and post-mortems and turn lessons learned into improvements in processes, knowledge and team capability.

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Identify gaps in technical knowledge, processes or customer handling and put the appropriate coaching, training or process improvements in place.

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Monitor team performance and operational KPIs and use data to identify opportunities to improve efficiency, quality and customer satisfaction.

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Ensure appropriate staffing, workload distribution and coverage for our global customer base.

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Work with other Support leaders to maintain consistent global standards and ways of working.

Drive AI, automation and continuous improvement 🤖

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Actively drive the adoption of AI, automation and new technologies within the Support team.

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Identify opportunities to automate repetitive, high-volume request cases and improve the efficiency and scalability of Support.

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Encourage the use of AI-driven first responses where appropriate, while maintaining quality, customer experience and effective human escalation.

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Enable AI-assisted troubleshooting and resolution, helping TSS use AI to investigate issues, find relevant knowledge and accelerate resolution.

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Coach the team to use AI as a force multiplier for their technical expertise, while maintaining human ownership and accountability.

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Continuously evaluate how AI and automation can improve Support workflows, including case handling, troubleshooting, knowledge management, customer communication and internal collaboration.

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Continuously challenge existing processes and use data, customer feedback and team insights to identify and implement improvements.

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Help the team adapt to new AI-enabled ways of working by providing coaching, context and support through organizational and technological change.

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Partner with global Support leadership and relevant teams to share successful AI and automation use cases and help scale effective practices across the organization.

Partner across the organization

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Build strong relationships with Sales, Services, Product and R&D teams to ensure effective collaboration around customer issues and opportunities.

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Partner with local teams to provide insights into key accounts, recurring issues and customer needs.

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Coordinate the communication and response to customer feedback, ensuring it reaches the right internal teams and that customers receive appropriate…