Customer Support Manager

About the role

Sovos is looking for a Customer Support Manager to lead its support team in Chile. You will be responsible for ensuring high‑quality, consistent service across all customer‑facing channels while driving operational excellence and customer satisfaction.

Key responsibilities

• Lead, coach and develop a team of Customer Support Analysts, Specialists and Engineers through regular 1:1s, performance reviews and development conversations.
• Own day‑to‑day support operations, managing coverage, workload balance and queue health across all channels and ensuring adherence to SLA targets for response, assignment and resolution.
• Drive escalation management, guaranteeing urgent handling, proper documentation and root‑cause follow‑up while maintaining ticketing hygiene.
• Leverage AI tools to identify process improvements that reduce repeat contacts, shorten resolution times and eliminate friction for customers and agents.
• Own and report on key support KPIs (CSAT, SLA compliance, escalation rate, reopen rate, first‑response time, case volume) and translate data insights into actionable improvements.

Required profile

• Strong people‑leadership skills with a proven ability to build high‑performance, customer‑first teams.
• Results‑driven operational mindset focused on process optimisation and KPI management.
• Excellent analytical abilities to interpret support data and drive continuous improvement.
• Effective cross‑functional collaboration and communication skills.

Required skills

What we offer

• Opportunity to work for a global leader in tax‑compliance technology.
• Dynamic environment that encourages innovation and professional growth.