Head of Support

ROIT

. Lead and develop the support team, fostering training, alignment, and a culture of service excellence .

Posted 10/28/2026full-timeRemote • BrazilLeadWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in managing customer service teams and optimizing support processes while fostering a culture of service excellence. Proficient in utilizing customer support tools and ERP systems to enhance team productivity and customer satisfaction.

Highest-signal resume keywords

Team LeadershipCustomer Service ManagementProcess OptimizationERP Systems KnowledgeJira and HubSpot Familiarity

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Service ProcessesTechnical Support ManagementPerformance MonitoringContinuous Improvement InitiativesTax and Accounting Processes Knowledge

Soft Skills

Training and DevelopmentCollaborationProblem-SolvingService Excellence Mindset

Tools & Technologies

JiraHubSpotERP Systems

Industry Keywords

Customer Satisfaction MetricsSupport Ticket ManagementTechnical Role ModelConsulting Experience

Tech Stack

Tools & technologies

ERP

About the role

Key responsibilities & impact

Lead and develop the support team, fostering training, alignment, and a culture of service excellence
Structure, standardize, and optimize customer service and technical support processes
Monitor performance, quality, and customer satisfaction metrics, driving continuous improvement initiatives
Manage the prioritization and resolution of support tickets and bugs in collaboration with Product and Technology teams
Work closely with Sales, Customer Success, and Implementation to ensure a positive customer journey
Promote the use of tools and automation to increase team productivity and enhance the customer experience
Serve as a technical and behavioral role model within the department, ensuring alignment with the company culture
Support other activities related to the department and the team's needs

Requirements

What you’ll need

Bachelor's degree in Business Administration, Accounting, Information Systems, or a related field
Experience managing support or customer service teams, preferably in technology or consulting companies
Experience with tax and/or accounting processes is a significant advantage
Knowledge of ERP systems
Familiarity with customer support tools, including Jira and HubSpot
Knowledge of tax, accounting, or legal processes