Support Manager About Us This is a confidential recruitment process. We are a fast-growing technology platform, and further details regarding our market segment and company name will be fully disclosed during the first interview stage. What We Offer Fixed monthly fee (Contractor/PJ) to be negotiated 100% Remote work Pleasant and collaborative work environment Significant growth opportunities Position Title Support Manager Objective To lead a 24/7 omnichannel support operation, ensuring excellence in Service Level Agreements (SLAs), regulatory compliance, and the development of a high-performance team dedicated to user satisfaction and operational efficiency. Responsibilities Lead, recruit, onboard, and develop the customer support team, including Tier 1, Tier 2, and VIP Support; Define and monitor strategic KPIs: CSAT, NPS, AHT (Average Handle Time), FCR (First Contact Resolution), and SLA compliance; Architect and optimize support processes: escalation workflows, scripts, SOPs (Standard Operating Procedures), and internal knowledge bases; Ensure high-quality service across all touchpoints: Chat, Email, WhatsApp, and Brazilian regulatory channels (Reclame Aqui, Procon, Consumidor.Gov); Perform rootcause analysis on recurring issues, collaborating with Tech, Operations, and Finance teams for structural resolutions; Implement and manage helpdesk ecosystem tools (Zendesk, Freshdesk, Intercom) and CRM integration; Develop training modules and playbooks covering business rules,