Joblaze summary

In the role of Manager for the Global Customer Support team at Braze, the individual will lead a team of support specialists, focusing on enhancing post-sale technical relationships with customers. Key skills include experience in managing technical support teams, a strong grasp of support metrics, and proficiency with CRM tools. This position is ideal for someone with a background in B2B SaaS and a commitment to fostering a collaborative team culture. The role also emphasizes cross-functional collaboration and operational excellence within a rapidly growing company.

Joblaze insights

Listed today — first seen on Joblaze October 27, 2026. Last confirmed on Braze's careers page October 27, 2026.
This exact title is also open at 1 other location at Braze: London.

Quick facts

Is the Manager, Customer Support role remote?: It's hybrid — Braze expects some on-site time in São Paulo, Brazil.
Where is the role based?: Braze is hiring for this position in São Paulo, Brazil.
What's the tech stack?: Joblaze extracted these technologies from the posting: Salesforce, Zendesk.
What seniority level is this role?: Braze targets mid-level candidates for this position.
Is this full-time or contract?: Full-time for this Manager, Customer Support role at Braze.

From the original posting

At Braze, we have found our people. We’re a genuinely approachable, exceptionally kind, and intensely passionate crew.

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

Standard company text repeated across Braze's postings is omitted here.

Manager, Customer Support

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