Senior Technical Support Manager

Senior Technical Support Manager (must reside in Florianópolis/SC)

We’re looking for an experienced Senior Technical Support Manager to help scale and enhance our world-class support team in Brazil while also contributing to global support strategies. If you have a strong technical background in web development, SaaS, and people management, and are passionate about fostering innovation and collaboration, this role is for you!

WHAT YOU WILL DO

• Team Leadership & Development
  Lead and mentor the Brazil-based Technical Support team, fostering a high-performance culture focused on collaboration, accountability, and excellence. Develop team members through coaching and personalized growth plans.
• Customer Experience & Escalations
  Engage directly with customers to resolve escalated issues and gather valuable feedback. Act as a customer advocate to drive product and process improvements within the company.
• Operational Strategy & Execution
  Oversee support SLAs and ensure consistently high-quality service across all channels. Design and implement processes that scale efficiently, contributing to the overall strategic growth of the company.
• Cross-Functional Collaboration
  Partner with Product, R&D, and other teams to ensure customer feedback is integrated into product development. Collaborate closely with the VP of Technical Support to uphold the highest standards of product knowledge and customer service.
• Drive Innovation
  Lead strategic projects and contribute to long-term company initiatives aimed at improving service delivery, product adoption, and overall customer success.

WHO YOU ARE

• Proven experience (3+ years) in a technical support leadership role, ideally within a SaaS environment.
• Experience with web development (HTML, CSS, JavaScript) and understanding SaaS platforms and APIs.
• Strong people management skills and a passion for developing and mentoring teams.
• Excellent communication skills in both English and Portuguese (Spanish is a plus).
• A customer-first mindset with the ability to drive impactful change based on feedback.
• Strong analytical abilities and experience in data-driven decision-making.
• Project management experience with the ability to lead cross-functional projects independently.
• Experience with Zendesk or similar tools.

Location & Work Model
This is a hybrid role; candidates must reside in Florianópolis to support team collaboration, training, and in-person meetings.

Application Instructions
Please submit an English version of your resume when applying. 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!

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