Support Manager

Thomson Reuters

. Lead the support operation for tax solutions, including Tax One for SAP and associated squads .

Posted 11/9/2026full-timeSão Paulo • BrazilMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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

Demonstrates expertise in leading customer service and support operations, focusing on tax solutions and performance optimization through data-driven strategies. Proven ability to manage and develop teams while ensuring high-quality service delivery and customer satisfaction.

Highest-signal resume keywords

Leadership SkillsData-Driven Decision MakingCustomer Experience FocusKPI ManagementTeam Development

ATS Keywords

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Applicant Tracking System Keywords

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Soft Skills

Effective CommunicationAnalytical SkillsInspiring Leadership

Tools & Technologies

Tax OneSAP

Industry Keywords

Tax OperationsCustomer SatisfactionSupport EfficiencyContinuous ImprovementOperational Efficiency

About the role

Key responsibilities & impact

Lead the support operation for tax solutions, including Tax One for SAP and associated squads
Manage customer service and support teams, ensuring operational efficiency and high-quality delivery to clients
Establish and develop a new squad focused on tax reform, supporting product evolution and regulatory demands
Monitor and analyze performance indicators (KPIs), such as customer satisfaction (NPS) and support efficiency
Drive continuous improvement initiatives
Define and implement data-driven strategies to optimize operations and enhance service delivery
Partner with technical specialists to resolve complex issues and expand the team's knowledge
Manage and develop teams of approximately 10–12 people, including hiring, training, and performance management

Requirements

What you’ll need

Advanced English proficiency
Experience leading support, application maintenance, implementation, or customer service teams in technology/software environments
Strong analytical skills, with experience managing through KPIs and making data-driven decisions
Customer experience focus, including familiarity with satisfaction metrics such as NPS
Effective communication with a range of stakeholders, from operational teams to executive leadership and clients
Inspiring leadership skills, with the ability to engage, motivate, and develop teams in high-pressure environments
Experience with or exposure to tax operations is a plus, but not required

Benefits

Comp & perks

Flexible hybrid work environment
Flexibility to work from anywhere for up to 8 weeks per year
Culture of continuous learning and skills development
“Grow My Way” program
Medical and dental insurance
Two company-wide mental health days
Performance-based incentive programs
Resources supporting mental, physical, and financial well-being
Two paid volunteer days annually
Opportunities to participate in pro bono consulting projects and ESG initiatives