Build your future with Sovos. If you’re seeking a career where innovation meets impact, you’ve come to the right place. As a integral 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 (pr

📌 Manager, Customer Support (Chile)
🏢 Sovos
📍 Chile