Senior Technical Support Manager
(Remote – must reside in Florianópolis)
WHO WE ARE
Duda is the leading website builder for web professionals, marketing agencies, and Vertical SaaS companies, serving small businesses through partnerships with major tech and media giants like GoDaddy, TripAdvisor, and ZenBusiness. Backed by a $100 million investment, Duda has powered over 1 million websites and is a profitable and innovative business.
A DAY IN THE LIFE
We’re looking for an experienced Senior Technical Support Manager to help scale and enhance our world-class support team in Brazil while also contributing to global support strategies. If you have a strong technical background in web development, SaaS, and people management, and are passionate about fostering innovation and collaboration, this role is for you!
WHAT YOU WILL DO
- Team Leadership & Development
Lead and mentor the Brazil-based Technical Support team, fostering a high-performance culture focused on collaboration, accountability, and excellence. Develop team members through coaching and personalized growth plans.
- Customer Experience & Escalations
Engage directly with customers to resolve escalated issues and gather valuable feedback. Act as a customer advocate to drive product and process improvements within the company.
- Operational Strategy & Execution
Oversee support SLAs and ensure consistently high-quality service across all channels. Design and implement processes that scale efficiently, contributing to the overall strategic growth of the company.
- Cross-Functional Collaboration
Partner with Product, R&D, and other teams to ensure customer feedback is integrated into product development. Collaborate closely with the VP of Technical Support to uphold the highest standards of product knowledge and customer service.
- Drive Innovation
Lead strategic projects and contribute to long-term company initiatives aimed at improving service delivery, product adoption, and overall customer success.
WHO YOU ARE
- Proven experience (3+ years) in a technical support leadership role, ideally within a SaaS environment.
- Experience with web development (HTML, CSS, JavaScript) and understanding SaaS platforms and APIs.
- Strong people management skills and a passion for developing and mentoring teams.
- Excellent communication skills in both English and Portuguese (Spanish is a plus).
- A customer-first mindset with the ability to drive impactful change based on feedback.
- Strong analytical abilities and experience in data-driven decision-making.
- Project management experience with the ability to lead cross-functional projects independently.
- Experience with Zendesk or similar tools.
Location & Work Model
This is a remote-first role; however, candidates must reside in Florianópolis to align with our team collaboration needs and occasional in-person meetings.
Application Instructions
Please submit an English version of your resume when applying. Interviews will be conducted in English to align with our global communication standards.
Why Duda?
At Duda, we value creativity, innovation, and collaboration. You’ll have the opportunity to work with a dynamic, talented team, contributing directly to the success of our global support organization. We believe in empowering our people to achieve their best work and create exceptional customer experiences.
Duda is an equal opportunity employer. We welcome and encourage diversity in the workplace regardless of gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other characteristics protected by law. If you have a disability or special need that requires accommodation to navigate our careers site or to complete the application process, please contact accommodations@duda.co.
Want to learn more about Duda? Check us out here!
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