Core Support Manager

Brazil positions open to candidates located in São Paulo.

Please submit your resume in English.

To learn more about our team and office culture in São Paulo, Brazil, visit the following links.
Careers Page: https://www.knowbe4.com/careers/locations/sao-paulo
Glassdoor: https://www.glassdoor.com/Location/KnowBe4-S%C3%A3o-Paulo-Location-EI_IE969384.0,7_IL[…]M_-C1lsxoZq7Cx8IriVE8MkrzuTmnJzqego77RAWZz9sqGt_55BflwYKpQeg
LinkedIn: https://www.linkedin.com/company/knowbe4/life/brazil/

The Core Support Manager leads and develops the Core Support team, focusing on process optimization, team performance, and customer satisfaction. This role requires strong leadership skills to ensure adherence to support standards, drive team growth, and maintain service excellence. The ideal candidate excels in people management, process improvement, and fostering a high-performing support environment.

Responsibilities:

• Oversee and assist Core Support staff in resolving technical issues and maintaining customer satisfaction.
• Ensure processes are being followed to reduce ticket backlog, improve response times, and ensure efficient queue management.
• Provide technical leadership, training, and ongoing guidance to support representatives.
• Analyze technical support issues and determine appropriate solutions or escalation paths.
• Contribute to the development of support policies and best practices.
• Manage internal requests for technical assistance and problem resolution.
• Ensure adherence to ticket quality standards and handling processes.
• Clearly communicate job expectations and performance standards to the Core Support team.
• Monitor and evaluate team performance metrics, acknowledging achievements and addressing areas for improvement.
• Provide regular coaching and performance feedback to team members.
• Manage team scheduling and approve time-off requests.
• Provide genuine recommendations as to the hiring, firing, promotion, and discipline of subordinate employees to which the Company gives significant weight

Qualifications

• 2 year degree preferred
• Experience with Gmail and Google Docs
• Experience with MS Office (Word and Excel)
• Experience with web browsers (Chrome, Internet Explorer, etc.)
• Strong verbal and written communications
• Excellent time management and organization skills
• Technical capacity
• Leadership
• Collaborative and team work skills
• Problem solving/analysis skills
• Customer/client focused