Customer Support Manager

About Welvaart

On a daily basis, we assume commitments and present solutions to our stakeholders in order to create a structure of human values, based on professionalism, honesty and rigor.

With a management based on Human Centered Design, we take care of our professionals with consistent career plans, but flexible with their needs and expectations of evolution. Our management team guarantees an empathetic and present leadership that will provide superior technological engagement and delivery to our clients' projects and products.

Project

As 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.

Role

• Lead and manage regional 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

We are looking for

• 5 to 7 years of experience in customer support, technical support, or service operations
• 2 to 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 you can discover with us?

• Be part of a tech start-up
• Different scopes of project in different sectors
• Structure of fairness and equity salary (Consultant Profile)
• Training & Certification
• Career Path management
• More than 30 Partnerships
• Welvaart Ambassador Program

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