Manager, Customer Support

Build your future with Sovos. If you’re seeking a career where innovation meets impact, you’ve come to the right place. As a global leader, Sovos is transforming tax compliance from a business requirement to a force for growth while revolutionizing how businesses navigate an everchanging regulatory landscape.

The Work You’ll Do

As a Manager, Customer Support, you will lead a team of support professionals to deliver consistent, high‑quality service across all customer‑facing channels. This role combines strong people leadership with a results‑driven operational mindset — balancing team development, process improvement, and cross‑functional collaboration to protect customer satisfaction and drive business outcomes.

More Specifically, You Will

• Lead, coach, and develop a team of Customer Support Analysts, Specialists, and/or Engineers, fostering a high‑performance and customer‑first culture.
• Conduct regular 1:1s, performance reviews, and development conversations to build individual capability and drive team engagement.
• Set clear performance expectations and KPIs; provide timely and constructive feedback to direct reports.
• Identify training needs and partner with enablement functions to close skill gaps across the team.
• Manage hiring, onboarding, and retention of support talent; build a bench of future team leaders.
• Promote a psychologically safe and inclusive environment where team members can raise concerns, share ideas, and continuously improve.
• Own the day‑to‑day operations of the support team, ensuring coverage, workload balance, and queue health across all support channels.
• Monitor and manage team adherence to SLAs for first response, assignment, and resolution targets.
• Drive escalation management processes — ensure escalated cases are handled with urgency, proper documentation, and root cause follow‑through.
• Maintain high‑quality ticketing hygiene and enforce case documentation standards within the CRM/ticketing system (preferably Salesforce).
• Leverage AI tools to improve operations; identify and implement process improvements that reduce repeat contacts, improve resolution times, and eliminate friction for customers and agents.
• Manage shift schedules, capacity planning, and resource allocation to maintain optimal staffing levels.
• Own and report on key support KPIs including CSAT, SLA compliance, escalation rate, reopen rate, first response time, and case volume trends.
• Analyze operational data to identify patterns, anomalies, and improvement opportunities; translate insights into action plans.
• Present regular performance reports to leadership with commentary on variances, root causes, and recommended actions.
• Drive continuous improvement initiatives with measurable outcomes; track progress against defined goals.
• Partner with CS, Sales, and Product teams to ensure customer feedback loops inform prioritization and roadmap decisions.
• Serve as the primary operational liaison between Customer Support and teams including Customer Success, Product, Engineering, and Professional Services.
• Coordinate with Product and Engineering on incident management, escalations, and systemic issues impacting multiple customers.
• Contribute to the Voice of the Customer programme — surface recurring themes and systemic gaps to internal stakeholders.
• Support the development and maintenance of knowledge base content, internal runbooks, and SOPs for the team.

What We Need From You

• 3+ years of experience in customer support, customer service, or technical support roles.
• 1+ year of experience in a people‑management or team‑lead capacity, with direct responsibility for performance management.
• Demonstrated ability to analyze operational data and translate findings into concrete process improvements.
• Experience working with CRM and ticketing platforms (preferably Salesforce).
• Strong organizational skills with the ability to manage competing priorities in a fast‑paced environment.
• Excellent verbal and written communication skills with a customer‑first mindset.
• Ability to influence cross‑functional stakeholders without direct authority.
• Experience managing support operations across multiple channels.
• Comfort leveraging AI‑assisted tools to improve team workflows and the customer experience.
• Intermediate English proficiency (spoken and written) — ability to communicate effectively in English in a professional context, including meetings, written reports, and cross‑regional collaboration.
• 2+ years of experience in a SaaS, technology, or tax compliance environment.
• Familiarity with ITIL, lean support processes, or other operational frameworks.
• Experience with workforce management tools and capacity planning.
• Working knowledge of e‑invoicing, VAT/tax compliance, or the Sovos product suite.
• Due to client contractual obligations, the successful candidate will be asked to clear a background check upon hire.

What Does Sovos Offer You?

The tools to enhance your life – because we want you to enjoy your life outside of work and inside!

• Flexible Time‑Off
• Comprehensive Health Benefits
• Meal Vouchers to Assist with Food Expenses
• Bi‑Weekly Meeting Free Days
• Mentoring Programs
• Globally recognized Training and Development programs
• Virtual English Club through Rosetta Stone, and more!

Sovos is an equal‑opportunity employer committed to providing an environment that celebrates diversity and where equal employment opportunities are available to all applicants and employees. We do not discriminate against race, color, religions, national origin, age, sex, marital status, physical or mental disability, veteran status, gender identity, sexual orientation, or any other characteristic provided by law. At Sovos, all employees are encouraged to bring their whole selves to work.

Company Background

Sovos is a global provider of tax, compliance and trust solutions and services that enable businesses to navigate an increasingly regulated world with true confidence. Purpose‑built for always‑on compliance capabilities, our scalable IT‑driven solutions meet the demands of an evolving and complex global regulatory landscape. Sovos’ cloud‑based software platform provides an unparalleled level of integration with business applications and government compliance processes.

More than 100,000 customers in 100+ countries — including half the Fortune 500 — trust Sovos for their compliance needs. Sovos annually processes more than three billion transactions across 19,000 global tax jurisdictions. Bolstered by a robust partner program that includes more than 400 partners, Sovos brings to bear an unrivaled global network for companies across industries and geographies.

Founded in 1979, Sovos has operations across the Americas and Europe, and is owned by Hg and TA Associates.

For more information visit sovos.com and follow us on LinkedIn and Twitter.

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