Support Manager
Support Manager
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1 Vacancy
Job Description
About edrone
Looking for a career-defining opportunity that will challenge inspire and unlock your full potential At edrone were not just hiring a Support Manager were inviting a bold strategic thinker to co-create the future of customer care in the Brazilian eCommerce market.
edrone is one of the fastest-growing SaaS platforms for eCommerce. We help online stores grow through cutting-edge automation AI and actionable data. Were international ambitious and driven by impact. If you thrive in a fast-paced environment and want to be surrounded by other high performers who move fast and think big youll feel right at home.
Why this role matters
As Support Manager (Brazil) you will be at the heart of our expansion in one of the most strategic markets for edrone. Youll lead and inspire a multi-functional Customer Care team including Onboarding Customer Success and Customer Service and turn them into a powerhouse of growth. You wont just manage people or processes youll create outcomes shape the culture and drive retention and revenue like a business owner.
About the role
Support Manager (Brazil) is a key leadership role created as part of edrones strategy to grow our presence and revenue in the Brazilian market. This person will lead our Customer Care department which includes three crucial areas: Customer Success Onboarding and Customer Service with a strong focus on turning these teams into growth engines.
You wont just manage processes and people youll drive revenue. Your mission is to retain grow and unlock value from our customer base by improving onboarding speed increasing feature adoption boosting satisfaction and maximizing expansion opportunities. Youll collaborate closely with local leadership and global stakeholders to align customer care strategy with revenue goals.
What youll do
- Manage lead and coach three team leaders with more than 20 specialists in the areas of onboarding customer success and customer service.
- Foster a high-performance culture built on ownership speed and results
- Build and scale KPIs that matter and exceed them
- Identify improvement areas in the customer journey and own their transformation
- Collaborate with global teams to drive consistent excellence across markets
- Hire and develop top talent to grow the team
- Be the voice of the customer inside the company and the voice of the team in leadership meetings
- Create alignment between Customer Care and Product Sales and Marketing
- Drive MRR growth through better retention upselling and faster onboarding
What were looking for
- Ownership mindset: you dont wait to be told what to do
- Experience leading multi-disciplinary Customer Support or Care teams in SaaS or eCommerce
- Track record of driving results through customer-centric strategies
- Leadership skills to build a team not just run one
- Comfort with complexity changing environments urgency and growth-stage challenges
- Confident communicator: fluent in Portuguese and English
- Deep understanding of the Brazilian market and customer behavior
What youll get
- Strategic high-impact role with visibility across the company
- Autonomy trust and room to grow as a manager
- Dynamic environment where speed and ambition are rewarded
- Hybrid work model (So Jos dos Campos SP)
- Competitive salary and benefits
- A comprehensive onboarding process to set you up for success
- Food voucher
- Transportation voucher and home office assistance
- TotalPass for you and your family
- Health and dental insurance
- English lessons paid by edrone
- Full SESC credential
- Life insurance
- Telavita for mental health support
- Hybrid from So Jos dos Campos/SP
What the recruitment process looks like:
- A 30-minute online chat with People and Culture Partner Giovanna Dias where well get to know you better
- A 45-minute online conversation with Chief of Customer Care Wioleta Jednaka-Gracz focused on your skills and experience
- Final interview with key managers
- Welcome aboard!
Regardless of the outcome at any stage you will always receive feedback from us regarding your application.
Employment Type
Full Time
