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Senior Manager, Technical Support

Braze

Braze

IT, Customer Service
são paulo, state of são paulo, brazil
Posted on Wednesday, June 26, 2024

At Braze, we have found our people. We’re a genuinely approachable, exceptionally kind, and intensely passionate crew.

We seek to ignite that passion by setting high standards, championing teamwork, and creating work-life harmony as we collectively navigate rapid growth on a global scale while striving for greater equity and opportunity – inside and outside our organization.

To flourish here, you must be prepared to set a high bar for yourself and those around you. There is always a way to contribute: Acting with autonomy, having accountability and being open to new perspectives are essential to our continued success. Our deep curiosity to learn and our eagerness to share diverse passions with others gives us balance and injects a one-of-a-kind vibrancy into our culture.

If you are driven to solve exhilarating challenges and have a bias toward action in the face of change, you will be empowered to make a real impact here, with a sharp and passionate team at your back. If Braze sounds like a place where you can thrive, we can’t wait to meet you.

WHAT YOU'LL DO

As a Senior Manager in the Braze Technical Support Team in São Paulo, you will be a key member of our Global Technical Support Team, overseeing the post-sale technical relationship with our customers. In this role, you will be responsible for recruiting, motivating, and developing a high-performing team of Technical Support Specialists. Your responsibilities will include ensuring your team achieves their KPIs, conducting 1:1s, setting goals, providing feedback, and planning career development.

A significant part of your role will involve implementing our global support processes in the region, ensuring we deliver world-class support to our customers. You will also act as an escalation point for critical situations. You will help us build a culture of continuous improvement and technical expertise across your region. We’re looking for someone who is passionate about problem solving, building a winning team, and striving for excellence in a dynamic and fast-paced environment.

WHO YOU ARE

You have a proven track record in team management and are recognized for your exceptional communication and problem-solving skills. Your exemplary written and verbal communication abilities ensure that you effectively convey ideas and listen attentively, leaving people feeling heard, understood, and supported. You are committed to continuous improvement, always seeking opportunities for personal and team growth. Your passion for helping customers drives you, and you take pride in making a meaningful difference every day.

Naturally curious, you approach every problem as a learning opportunity, eager to expand your knowledge and assist others in doing the same. You thrive in leadership roles, inspiring and empowering your team to reach their full potential. In fast-paced, high-pressure situations, you excel, setting a positive example for your team and leading with confidence.

WHAT YOU HAVE

  • 3-5 years of management experience overseeing a technical support organization or similar, ideally within a SaaS B2B support team
  • Proven experience in leadership and people development, including recruiting, motivating, and developing high-performing teams
  • Demonstrated ability to coach, mentor, and foster an environment of continuous learning and adaptation
  • Expertise in handling complex, time-sensitive technical support issues
  • Excellent written and verbal English communication skills with a strong customer-centric attitude
  • Aptitude for building a growth-oriented, supportive culture within the team
  • Experience working with decentralized organizations, collaborating with partners and teammates across different regions and time zones
  • Ability to manage critical customer-facing escalations and communicate effectively with internal and external stakeholders until resolution
  • Meticulous attention to detail for documentation and process standardization across global teams
  • Skill in synthesizing complex ideas and communicating them clearly to diverse audiences
  • Strong knowledge of case management processes, including Issue Resolution, Escalation Management, and Knowledge-Centered Support
  • Proficiency with case management tools such as Salesforce, Zendesk, or similar CRM ticketing systems
  • Deep understanding of key support KPIs, such as CSAT, CES, and time to resolution
  • Bonus skills:
    • Technical domain knowledge: Familiarity with SaaS, Mobile Apps, APIs, or similar technical domains
    • Programming skills: Experience in programming languages such as HTML/JavaScript, Ruby, or Python

WHAT WE OFFER

Details of these benefits plan will be provided if a candidate receives an offer of employment. Benefits may vary by location.

From offering comprehensive benefits to fostering flexible environments, we’ve got you covered so you can prioritize work-life harmony.

  • Competitive compensation that may include equity
  • Retirement and Employee Stock Purchase Plans
  • Flexible paid time off
  • Comprehensive benefit plans covering medical, dental, vision, life, and disability
  • Family services that include fertility benefits and equal paid parental leave
  • Professional development supported by formal career pathing, learning platforms, and tuition reimbursement
  • Community engagement opportunities throughout the year, including an annual company wide Volunteer Week
  • Employee Resource Groups that provide supportive communities within Braze
  • Collaborative, transparent, and fun culture recognized as a Great Place to Work®

ABOUT BRAZE

Braze is a leading customer engagement platform that powers lasting connections between consumers and brands they love. Braze allows any marketer to collect and take action on any amount of data from any source, so they can creatively engage with customers in real time, across channels from one platform. From cross-channel messaging and journey orchestration to Al-powered experimentation and optimization, Braze enables companies to build and maintain absolutely engaging relationships with their customers that foster growth and loyalty.

Braze is proudly certified as a Great Place to Work® in the U.S., the UK and Singapore. We ranked #3 on Great Place to Work UK’s 2024 Best Workplaces (Large), #3 on Great Place to Work UK’s 2023 Best Workplaces for Wellbeing (Medium), #4 on Great Place to Work’s 2023 Best Workplaces in Europe (Medium), #10 on Great Place to Work UK’s 2023 Best Workplaces for Women (Large), #19 on Fortune’s 2023 Best Workplaces in New York (Large). We were also featured in Built In's 2024 Best Places to Work, U.S. News Best Technology Companies to Work For, and Great Place to Work UK’s 2023 Best Workplaces in Tech.

You’ll find many of us at headquarters in New York City or around the world in Austin, Berlin, Chicago, Jakarta, London, Paris, San Francisco, Singapore, Sydney and Tokyo – not to mention our employees in nearly 50 remote locations.

BRAZE IS AN EQUAL OPPORTUNITY EMPLOYER

At Braze, we strive to create equitable growth and opportunities inside and outside the organization.

Building meaningful connections is at the heart of everything we do, and that includes our recruiting practices. We're committed to offering all candidates a fair, accessible, and inclusive experience – regardless of age, color, disability, gender identity, marital status, maternity, national origin, pregnancy, race, religion, sex, sexual orientation, or status as a protected veteran. When applying and interviewing with Braze, we want you to feel comfortable showcasing what makes you you.

We know that sometimes different circumstances can lead talented people to hesitate to apply for a role unless they meet 100% of the criteria. If this sounds familiar, we encourage you to apply, as we’d love to meet you.

Please see our Candidate Privacy Policy for more information on how Braze processes your personal information during the recruitment process and, if applicable based on your location, how you can exercise any privacy rights.