Build your future with Sovos. If you’re seeking a career where innovation meets impact, you’ve come to the right place. As a general leader, Sovos is transforming tax compliance from a business requirement to a force for growth while revolutionizing how businesses navigate an everchanging regulatory landscape.

The Work You’ll Do

As a Manager, Customer Support, you will lead a team of support professionals to deliver consistent, high‑quality service across all customer‑facing channels. This role combines strong people leadership with a results‑driven operational mindset — balancing team development, process improvement, and cross‑functional collaboration to protect customer satisfaction and drive business outcomes.

More Specifically, You Will
- Lead, coach, and develop a team of Customer Support Analysts, Specialists, and/or Engineers, fostering a high‑performance and customer‑first culture.
- Conduct regular 1:1s, performance reviews, and development conversations to build individual capability and drive team engagement.




- Set clear performance expectations and KPIs; provide timely and constructive feedback to direct reports.
- Identify training needs and partner with enablement functions to close skill gaps across the team.
- Manage hiring, onboarding, and retention of support talent; build a bench of future team leaders.
- Promote a psychologically safe and inclusive environment where team members can raise concerns, share ideas, and continuously improve.
- Own the day‑to‑day operations of the support team, ensuring coverage, workload balance, and queue health across all support channels.
- Monitor and manage team adherence to SLAs for first response, assignment, and resolution targets.
- Drive escalation management processes — ensure escalated cases are handled with urgency, proper documentation, and root cause follow‑through.
- Maintain high‑quality ticketing hygiene and enforce case documentation standards within the CRM/ticketing system (preferably Salesforc

📌 Manager, Customer Support (Región Metropolitana)
🏢 Sovos
📍 Región Metropolitana