# Manager, Customer Support

**Company**: Braze
**Location**: São Paulo
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Category**: Customer Service
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/braze/jobs/8324808?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_d0a43d9d-eed

## Description

At Braze, we're a customer engagement platform that empowers brands to deliver great customer experiences.

As a Manager in our Global Customer Support team, you will play a crucial role in leading a local team of support specialists committed to fostering strong post-sale technical relationships with our customers.

Responsibilities:

- People Leadership & Development: Lead, mentor, and coach a high-performing support team, instilling a growth mindset and driving continuous technical and professional development.

- Operational & KPI Excellence: Monitor team performance and operational rigor, ensuring key support metrics (CSAT, CES, first response, and resolution times) meet and exceed target benchmarks.

- Escalation Management: Act as a critical escalation point for complex technical customer issues, driving root-cause resolution while keeping internal and external stakeholders aligned.

- Cross-Functional Collaboration: Partner with global support leaders, Customer Success, Product, and Engineering across multiple regions and time zones to streamline processes and advocate for team standards.

- Process & Knowledge Sharing: Drive documentation accuracy, process standardization, and knowledge-centered support (KCS) practices across the regional and global support teams.

Requirements:

- Leadership Background: Demonstrated experience managing and mentoring technical support teams, preferably within a high-growth B2B SaaS environment.

- People & Culture Champion: Proven track record in talent recruitment, onboarding, performance management, and cultivating a collaborative, growth-oriented team culture.

- Escalation & Case Management: Deep expertise in handling critical, time-sensitive technical escalations, with in-depth knowledge of case management and knowledge-centered support processes.

- Metrics & Process Driven: Solid understanding of core support KPIs (CSAT, CES, time to resolution) and experience standardizing support workflows.

- Tools & Systems: Proficiency with ticketing and CRM platforms (e.g., Salesforce, Zendesk).

- Communication Skills: Exceptional verbal and written communication skills in English, with the ability to explain complex technical concepts clearly to both technical and executive audiences.

- Technical Familiarity (Plus): Exposure to HTML, CSS, JavaScript, APIs, SQL, or tools like Postman, Snowflake, and Kibana is a plus.

Benefits:

- Competitive compensation that may include equity

- Retirement and Employee Stock Purchase Plans

- Flexible paid time off

- Comprehensive benefit plans covering medical, dental, vision, life, and disability

- Family services that include fertility benefits and equal paid parental leave

- Professional development supported by formal career pathing, learning platforms, and a yearly learning stipend

- A curated in-office employee experience, designed to foster community, team connections, and innovation

- Opportunities to give back to your community, including an annual company-wide Volunteer Week and donation matching

- Employee Resource Groups that provide supportive communities within Braze

- Collaborative, transparent, and fun culture recognized as a Great Place to Work

## Skills

### Required
- Leadership
- Customer Support
- Technical Skills
- Communication Skills
- Project Management

### Nice to have
- HTML
- CSS
- JavaScript
- APIs
- SQL
- Postman
- Snowflake
- Kibana

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/braze/jobs/8324808?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)