Manager, Customer Support

Join Braze, a leading customer engagement platform, as a Manager in our Global Customer Support team. In this role, you will lead a local team of support specialists, ensuring they meet their KPIs, providing mentorship and coaching, and driving continuous development. You will also manage complex technical customer issues, collaborate with cross-functional teams, and drive process standardization. Ideal candidates will have experience managing technical support teams, a strong understanding of support KPIs, and exceptional communication skills.

Responsibilities

• Liderar, mentorar e treinar uma equipe de suporte de alto desempenho, promovendo uma mentalidade de crescimento e impulsionando o desenvolvimento técnico e profissional contínuo.
• Monitorar o desempenho da equipe e a rigor operacional, garantindo que as métricas de suporte atendam e superem as metas estabelecidas.
• Atuar como um ponto crítico de escalonamento para questões técnicas complexas dos clientes, conduzindo a resolução da causa raiz.