Build your future with Sovos.
If you're seeking a career where innovation meets impact, you've come to the right place.
As a global leader, Sovos is transforming tax compliance from a business requirement to a force for growth while revolutionizing how businesses navigate the ever-changing regulatory landscape.
At Sovos, we're dedicated to more than just solving compliance challenges — we're committed to making a positive and lasting difference in everything we do.
Our teams operate on the modern edge of digital technology, working not only to solve complex business challenges but also to enrich our personal, professional, and local communities.
Our purpose‐built systems provide the tools you need to thrive in a world where governments demand increased visibility, faster reporting and greater control over business processes.
Excited about the possibilities?
So are we!
Don't worry if you don't check all the boxes — apply anyway!
We're focused on hiring the right people, not just the "right" resume.
It's not about what you've done elsewhere; it's all about what you're capable of doing here.
The Work You'll Do
At Sovos, we're transforming how companies around the world manage tax compliance—helping half of the Fortune 500 and thousands more stay ahead in a complex, ever‐changing global regulatory landscape.
As a Manager, Customer Support, you'll 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 Salesforce)
Leverage AI tools to improve operations; identify and implement process improvements that reduce repeat contacts, improve resolution times, and eliminate friction for customers and agents
Manage shift schedules, capacity planning, and resource allocation to maintain optimal staffing levels
Own and report on key support KPIs including CSAT, SLA compliance, escalation rate, reopen rate, first response time, and case volume trends
Analyze operational data to identify patterns, anomalies, and improvement opportunities; translate insights into action plans
Present regular performance reports to leadership with commentary on variances, root causes, and recommended actions
Drive continuous improvement initiatives with measurable outcomes; track progress against defined goals
Partner with CS, Sales, and Product teams to ensure customer feedback loops inform prioritization and roadmap decisions
Serve as the primary operational liaison between Customer Support and teams including Customer Success, Product, Engineering, and Professional Services
Coordinate with Product and Engineering on incident management, escalations, and systemic issues impacting multiple customers
Contribute to the Voice of the Customer programme — surface recurring themes and systemic gaps to internal stakeholders
Support the development and maintenance of knowledge base content, internal runbooks, and SOPs for the team




What We Need From You
3+ years of experience in customer support, customer service, or technical support roles
1+ year of experience in a people‐management or team‐lead capacity, with direct responsibility for performance management
Demonstrated ability to analyze operational data and translate findings into concrete process improvements
Experience working with CRM and ticketing platforms (preferably Salesforce)
Strong organizational skills with the ability to manage competing priorities in a fast‐paced environment
Excellent verbal and written communication skills with a customer‐first mindset
Ability to influence cross‐functional stakeholders without direct authority
Experience managing support operations across multiple channels
Comfort leveraging AI‐assisted tools to improve team workflows and the customer experience
Intermediate English proficiency (spoken and written) — ability to communicate effectively in English in a professional context, including meetings, written reports, and cross‐regional collaboration (Plus)
2+ years of experience in a SaaS, technology, or tax compliance environment (Plus)
Familiarity with ITIL, lean support processes, or other operational frameworks (Plus)
Experience with workforce management tools and capacity planning (Plus)
Working knowledge of e‐invoicing, VAT/tax compliance, or the Sovos product suite (Plus)
Due to client contractual obligations, the successful candidate will be asked to clear a background check upon hire
What Does Sovos Offer You?
Adaptable Time‐Off
Comprehensive Health Benefits
Meal Vouchers to Assist with Food Expenses
Bi‐Weekly Meeting Free Days
Mentoring Programs
Globally recognized Training and Development programs
Virtual English Club through Rosetta Stone, and more!
Sovos is an equal opportunity employer committed to providing an environment that celebrates diversity and where equal employment opportunities are available to all applicants and employees.
We do not discriminate against race, color, religions, national origin, age, sex, marital status, physical or mental disability, veteran status, gender identity, sexual orientation, or any other characteristic provided by law.
At Sovos, all employees are encouraged to bring their whole selves to work.
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📌 Manager, Customer Support (Santiago)
🏢 Sovos Latinoamérica
📍 Santiago