Senior Manager, Customer Support

Build Your Future with SovosBuild 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 the ever-changing regulatory landscape. At Sovos, we're dedicated to more than just solving compliance challenges – we're committed to making a positive and lasting difference in everything we do. Our teams operate on the modern edge of digital technology, working not only to solve complex business challenges but also to enrich our personal, professional, and local communities. Our purpose-built systems provide the tools you need to thrive in a world where governments demand increased visibility, faster reporting and greater control over business processes. Excited about the possibilities? So are we! Don’t worry if you don't check all the boxes – apply anyway! We're focused on hiring the right people, not just the "right" resume. It's not about what you've done elsewhere; it's all about what you're capable of doing here.The Work You Will DoAs the Senior Manager, Customer Support in Lisbon, you will lead regional support teams and drive the alignment of support practices, standards, and collaboration across our wider support organisation. You will play a central role in ensuring consistency, improving operational structure, and delivering a unified, high-quality customer experience across regions.You will oversee day-to-day operations, manage escalations, strengthen cooperation with internal partners such as Product and Engineering, and support the ongoing evolution of our support model. This is an opportunity to shape how our support functions work together as a cohesive organisation.More Specifically, You WillLead and manage regional EMEA support teams Drive alignment of support practices, workflows, and standards across support groups Act as the primary escalation point for complex customer issues Ensure consistent and transparent case management processes Review existing operational procedures and introduce improvements where needed Monitor SLAs, KPIs, and operational trends, driving continuous improvement Strengthen collaboration with Product, Engineering, and other internal teams Mentor, coach, and develop team members, creating clarity and accountability Support recruitment, onboarding, and integration of new team members What We Need From You5–7 years of experience in customer support, technical support, or service operations 2–3 years in a leadership or operational management role Experience aligning or standardising processes across multiple teams or regions Strong operational mindset with a focus on structure, efficiency, and consistency Confidence managing escalations and customer-facing conversations Excellent communication skills in English Experience with CRM or ticketing platforms (Salesforce preferred) SaaS background helpful but not essential Portuguese or French is a plus but not required Strong organisational skills and comfort leading teams through change What Does Sovos Offer You?The tools to enhance your life - because we want you to enjoy your life outside of work and inside!Health InsuranceLife InsurancePersonal Accidents InsuranceMeal AllowanceContinuing opportunities for further Learning & DevelopmentA chance to work with talented and passionate people in a rewarding and values-driven environment!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 BackgroundSovos 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 more than 400 strong, 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 http://www.sovos.com and follow us on LinkedIn and Twitter