Vaga de Senior Manager, Technical Support

WHO YOU ARE You have a proven track record in team management and are recognized for your exceptional communication and problem-solving skills. Your exemplary written and verbal communication abilities ensure that you effectively convey ideas and listen attentively, leaving people feeling heard, understood, and supported. You are committed to continuous improvement, always seeking opportunities for personal and team growth. Your passion for helping customers drives you, and you take pride in making a meaningful difference every day.Naturally curious, you approach every problem as a learning opportunity, eager to expand your knowledge and assist others in doing the same. You thrive in leadership roles, inspiring and empowering your team to reach their full potential. In fast-paced, high-pressure situations, you excel, setting a positive example for your team and leading with confidence.WHAT YOU HAVE 3-5 years of management experience overseeing a technical support organization or similar, ideally within a SaaS B2B support teamProven experience in leadership and people development, including recruiting, motivating, and developing high-performing teamsDemonstrated ability to coach, mentor, and foster an environment of continuous learning and adaptationExpertise in handling complex, time-sensitive technical support issuesExcellent written and verbal English communication skills with a strong customer-centric attitudeAptitude for building a growth-oriented, supportive culture within the teamExperience working with decentralized organizations, collaborating with partners and teammates across different regions and time zonesAbility to manage critical customer-facing escalations and communicate effectively with internal and external stakeholders until resolutionMeticulous attention to detail for documentation and process standardization across global teamsSkill in synthesizing complex ideas and communicating them clearly to diverse audiencesStrong knowledge of case management processes, including Issue Resolution, Escalation Management, and Knowledge-Centered SupportProficiency with case management tools such as Salesforce, Zendesk, or similar CRM ticketing systemsDeep understanding of key support KPIs, such as CSAT, CES, and time to resolutionBonus skills: Technical domain knowledge: Familiarity with SaaS, Mobile Apps, APIs, or similar technical domainsProgramming skills: Experience in programming languages such as HTML/JavaScript, Ruby, or Python WHAT WE OFFERDetails of these benefits plan will be provided if a candidate receives an offer of employment. Benefits may vary by location.From offering comprehensive benefits to fostering flexible environments, weve got you covered so you can prioritize work-life harmony. Competitive compensation that may include equityRetirement and Employee Stock Purchase PlansFlexible paid time offComprehensive benefit plans covering medical, dental, vision, life, and disabilityFamily services that include fertility benefits and equal paid parental leaveProfessional development supported by formal career pathing, learning platforms, and tuition reimbursementCommunity engagement opportunities throughout the year, including an annual company wide Volunteer WeekEmployee Resource Groups that provide supportive communities within BrazeCollaborative, transparent, and fun culture recognized as a Great Place to Work ABOUT BRAZEBraze is a leading customer engagement platform that powers lasting connections between consumers and brands they love. Braze allows any marketer to collect and take action on any amount of data from any source, so they can creatively engage with customers in real time, across channels from one platform. From cross-channel messaging and journey orchestration to Al-powered experimentation and optimization, Braze enables companies to build and maintain absolutely engaging relationships with their customers that foster growth and loyalty.Braze is proudly certified as a Great Place to Work in the U.S., the UK and Singapore. We ranked #3 on Great Place to Work UKs 2024 Best Workplaces (Large), #3 on Great Place to Work UKs 2023 Best Workplaces for Wellbeing (Medium), #4 on Great Place to Works 2023 Best Workplaces in Europe (Medium), #10 on Great Place to Work UKs 2023 Best Workplaces for Women (Large), #19 on Fortunes 2023 Best Workplaces in New York (Large). We were also featured in Built In's 2024 Best Places to Work, U.S. News Best Technology Companies to Work For, and Great Place to Work UKs 2023 Best Workplaces in Tech.Youll find many of us at headquarters in New York City or around the world in Austin, Berlin, Chicago, Jakarta, London, Paris, San Francisco, Singapore, Sydney and Tokyo not to mention our employees in nearly 50 remote locations.BRAZE IS AN EQUAL OPPORTUNITY EMPLOYERAt Braze, we strive to create equitable growth and opportunities inside and outside the organization.Building meaningful connections is at the heart of everything we do, and that includes our recruiting practices. We're committed to offering all candidates a fair, accessible, and inclusive experience regardless of age, color, disability, gender identity, marital status, maternity, national origin, pregnancy, race, religion, sex, sexual orientation, or status as a protected veteran. When applying and interviewing with Braze, we want you to feel comfortable showcasing what makes you you.We know that sometimes different circumstances can lead talented people to hesitate to apply for a role unless they meet 100% of the criteria. If this sounds familiar, we encourage you to apply, as wed love to meet you.Please see our for more information on how Braze processes your personal information during the recruitment process and, if applicable based on your location, how you can exercise any privacy rights.