Technical Support Manager

Summary

Join Duda, a leading website builder for professionals, as a Technical Support Manager in Florianópolis, Brazil. You will lead and develop a team of technical support specialists, ensuring exceptional customer experiences. Responsibilities include managing team performance, resolving escalated issues, gathering product feedback, and implementing support strategies. Ideal candidates possess strong technical support leadership experience, excellent communication skills in English and Portuguese, and a deep understanding of SaaS platforms and technologies. This remote-first role offers occasional in-person meetings and team events, requiring candidates to reside in Florianópolis.

Requirements

• Proven experience (3+ years) in a technical support leadership role, preferably in a SaaS environment
• Excellent communication skills in both English and Portuguese (Spanish is a plus)
• Strong analytical skills and a track record of making data-driven decisions
• Strong belief in “living in the product you support.” It is important you understand deeply the way customers use our platform so you can educate/mentor/coach team members
• Strong understanding of SaaS platforms, APIs, HTML/CSS, and cloud technologies
• Take great pride in the customer experience and take ownership to improve the team’s failures
• Fearless in voicing your opinions and thinking critically to improve our business
• Demonstrated Project Management experience and ability to work cross functionally to take projects from beginning to end with little supervision
• Empathetic, patient, and have a customer-first attitude

Responsibilities

• Manage, mentor, and support the Brazil-based Technical Support team (located in Florianópolis)
• Foster a high-performance culture focused on collaboration, accountability, and service excellence
• Identify skill gaps and provide coaching as well as create growth plans for career development
• Engage directly with customers to resolve escalated issues and gather product feedback
• Act as a customer advocate within the organization, influencing product and process improvements
• Uphold agreed-upon SLAs and maintain consistent, high-quality support across all channels
• Design and implement support processes and workflows that drive efficiency and scale
• Develop new support strategies aligned with organizational OKRs and team goals
• Lead and contribute to strategic projects across the support organization
• Partner closely with Product, R&D, and other internal teams to ensure customer feedback informs product development
• Work alongside the VP of Technical Support and Support Leadership to maintain high standards of product knowledge, systems fluency, and customer service
• Contribute to broader company initiatives and collaborate with leaders across Duda
• As part of our Customer Success Leadership team, you'll also contribute to driving product adoption, sharing best practices, and implementing scalable strategies that create long-term value for Duda customers

Preferred Qualifications

• Familiarity with Zendesk is a plus
• Experience in HTML/CSS/Javascript and/or building websites is a major plus!

Benefits

• Our teams value the connection, collaboration, and creativity sparked by in-person interactions
• At the same time, we recognize the focus, flexibility, and autonomy that remote work provides
• This role offers a remote-first work model, with occasional in-person meetings and team events