Manager, Customer Support

At Braze, we have found our people. We’re a genuinely approachable, exceptionally kind, and intensely passionate crew. We seek to ignite that passion by setting high standards, championing teamwork, and creating work-life harmony as we collectively navigate rapid growth on a global scale while striving for greater equity and opportunity – inside and outside our organization. To flourish here, you must be prepared to set a high bar for yourself and those around you. There is always a way to contribute: Acting with autonomy, having accountability and being open to new perspectives are essential to our continued success. Our deep curiosity to learn and our eagerness to share diverse passions with others gives us balance and injects a one-of-a-kind vibrancy into our culture. If you are driven to solve exhilarating challenges and have a bias toward action in the face of change, you will be empowered to make a real impact here, with a sharp and passionate team at your back. If Braze sounds like a place where you can thrive, we can’t wait to meet you. WHAT YOU’LL DO As a Manager in our Global Customer Support team, you will play a crucial role in leading a local team of support specialists committed to fostering strong post-sale technical relationships with our customers. You will ensure your team consistently hits their KPIs, conduct regular 1:1s, deliver actionable feedback, map career development paths, and set and review team OKRs. You will proactively address performance, champion talent growth, and lead hiring and onboarding for the local team. In this role, you will: • People Leadership & Development: Lead, mentor, and coach a high-performing support team, instilling a growth mindset and driving continuous technical and professional development. • Operational & KPI Excellence: Monitor team performance and operational rigor, ensuring key support metrics (CSAT, CES, first response, and resolution times) meet and exceed target benchmarks. • Escalation Management: Act as a critical escalation point for complex technical customer issues, driving root-cause resolution while keeping internal and external stakeholders aligned. • Cross-Functional Collaboration: Partner with global support leaders, Customer Success, Product, and Engineering across multiple regions and time zones to streamline processes and advocate for team standards. • Process & Knowledge Sharing: Drive documentation accuracy, process standardization, and knowledge-centered support (KCS) practices across the regional and global support teams. WHO YOU ARE • Leadership Background: Demonstrated experience managing and mentoring technical support teams, preferably within a high-growth B2B SaaS environment. • People & Culture Champion: Proven track record in talent recruitment, onboarding, performance management, and cultivating a collaborative, growth-oriented team culture. • Escalation & Case Management: Deep expertise in handling critical, time-sensitive technical escalations, with in-depth knowledge of case management and knowledge-centered support processes. • Metrics & Process Driven: Solid understanding of core support KPIs (CSAT, CES, time to resolution) and experience standardizing support workflows. • Tools & Systems: Proficiency with ticketing and CRM platforms (e.g., Salesforce, Zendesk). • Communication Skills: Exceptional verbal and written communication skills in English, with the ability to explain complex technical concepts clearly to both technical and executive audiences. • Technical Familiarity (Plus): Exposure to HTML, CSS, JavaScript, APIs, SQL, or tools like Postman, Snowflake, and Kibana is a plus. • Workplace: Ability to work a hybrid schedule from the São Paulo office. #LI-Hybrid, WHAT WE OFFER Braze benefits vary by location, an