Overview
Global Head of Customer Support Jobs in Brazil at Coda Search│Staffing
Title: Global Head of Customer Support
Company: Coda Search│Staffing
Location: Brazil
Our client, a global leader in in food safety, compliance, and product integrity solutions, is seeking a Head of Customer Support. This role leads the strategy, performance, and customer experience of the global software support function within the Digital Solutions division. This leader is responsible for a distributed support team providing first, second, and advanced technical support across the division’s software portfolio. The role defines the operating model, drives day-to-day service quality, and partners closely with Product, Engineering, Customer Success, and Professional Services to deliver a unified, high-quality support experience to enterprise and mid-market customers alike. Will be working to support customers in over 100 countries and supporting product teams in the US, LATAM, EMEA , and APAC.
Key Responsibilities:
- Define and execute the customer support strategy, operating model, and service frameworks aligned to ITIL best practices and division objectives.
- Lead and develop the global support team across first, second, and advanced technical support and grow the function in line with portfolio growth.
- Own end-to-end service delivery: including incident, problem, and change management
- Establish, monitor, and report on the KPIs, SLAs, and CSAT/NPS measures that govern support performance
- Provide oversight on complex technical escalations, root cause analysis, and cross-functional resolution across cloud and on-premise environments.
- Partner with Product Management and Engineering on defect lifecycle, prioritisation, customer communication, and feeding service insights back into the product roadmap.
- Own the support customer experience, including service reviews, senior escalations, key-account relationships, and the onboarding and adoption experience for new customers.
- Build the knowledge management, self-service, and customer-facing documentation capabilities required to scale the function efficiently.
- Lead adoption of automation, analytics, and AI-driven tooling; including FreshService and equivalent service management platforms
- Recruit, develop, and retain a high-performing support organization
- Provide regular reporting and insight to division leadership on support performance, customer risk, retention impact, and investment priorities.
- Support the integration of newly acquired products into the support operating model as the portfolio evolves.
Required Qualifications:
- Minimum 8 years of progressive experience in customer support or technical support, with at least 3 years leading distributed support teams within SaaS or software businesses.
- Experience managing managers or team leads, and growing a support function over time.
- Working knowledge of ITIL, support methodologies, and service management best practices, including incident, problem, and change management.
- Strong technical acumen across SaaS architectures, cloud environments (AWS and Microsoft Azure), web technologies, and relational databases
- Track record managing the support relationship with Product and Engineering, including defect lifecycle, prioritisation, and roadmap influence.
- Data-driven approach with hands-on experience using support KPIs, SLAs, and CSAT/NPS to drive measurable performance improvement.
- Excellent communication and stakeholder management skills, with experience presenting to senior leadership and key customers.
- Bachelor’s degree or equivalent professional experience.
- Must be bilingual English and Portuguese.
Preferred Qualifications:
- Experience leading support integration during mergers and acquisitions or multi-product portfolio consolidation.
- Familiarity with FreshService or equivalent enterprise service management platforms.
- Experience implementing AI-assisted support, self-service deflection, and proactive monitoring capabilities at scale.
- Background supporting customers in regulated industries (food, life sciences, manufacturing, or comparable).
This is a CLT role R$40-50K/month. Role is remote but some travel may be required. Both domestic and international.
