Support Manager

Support Manager Want to become a key player in our Customer Care team? We are currently looking for a passionate individual to manage our Customer Care team as a Support Manager. Sounds great. I'll apply! About edrone Looking for a career-defining opportunity that will challenge, inspire and unlock your full potential? At edrone, we’re not just hiring a Support Manager — we’re 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. We’re 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 — you’ll 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. You’ll 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 won't just manage people or processes, you’ll 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 edrone’s 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 won’t just manage processes and people — you’ll 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. You'll collaborate closely with local leadership and global stakeholders to align customer care strategy with revenue goals. 🚀 What you'll 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 we’re looking for Ownership mindset: you don’t 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 you’ll 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 (São José dos Campos, SP) Competitive salary and benefits A comprehensive onboarding process to set you up for success Benefits: 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 São José dos Campos/SP 💡 At edrone, we value transparency in our recruitment process. While we haven’t listed a specific salary range for this position, we are flexible and open to hear your expectations. Our goal is to ensure a fair and motivating offer aligned with your experience, skills and the impact you’ll bring to this strategic role. What the recruitment process looks like: A 30-minute online chat with People and Culture Partner – Giovanna Dias , where we’ll 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. Department Customer Care Locations São José dos Campos Remote status Hybrid About edrone We help grow e-commerce by intelligently utilizing the latest technologies and techniques, as proven by the satisfaction of thousands of customers worldwide. Founded in 2016 Coworkers 150