Manager, Customer Support

Build 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'll Do:

At Sovos, we're transforming how companies around the world manage tax compliance - helping half of the Fortune 500 and thousands more stay ahead in a complex, ever-changing global regulatory landscape. As a Manager, Customer Support, you'll lead a team of support professionals to deliver consistent, high-quality service across all customer-facing channels. This role combines strong people leadership with a results-driven operational mindset - balancing team development, process improvement, and cross-functional collaboration to protect customer satisfaction and drive business outcomes.

More specifically, you will:

Lead, coach, and develop a team of Customer Support Analysts, Specialists, and/or Engineers, fostering a high-performance and customer-first culture

Conduct regular 1:1s, performance reviews, and development conversations to build individual capability and drive team engagement

Set clear performance expectations and KPIs; provide timely and constructive feedback to direct reports

Identify training needs and partner with enablement functions to close skill gaps across the team

Manage hiring, onboarding, and retention of support talent; build a bench of future team leaders

Promote a psychologically safe and inclusive environment where team members can raise concerns, share ideas, and continuously improve

Own the day-to-day operations of the support team, ensuring coverage, workload balance, and queue health across all support channels

Monitor and manage team adherence to SLAs for first response, assignment, and resolution targets

Drive escalation management processes - ensure escalated cases are handled with urgency, proper documentation, and root cause follow-through

Maintain high-quality ticketing hygiene and enforce case documentation standards within the CRM/ticketing system (preferably Salesforce)

Leverage AI tools to improve operations; identify and implement process improvements that reduce repeat contacts, improve resolution times, and eliminate friction for customers and agents

Manage shift schedules, capacity planning, and resource allocation to maintain optimal staffing levels

Own and report on key support KPIs including CSAT, SLA compliance, escalation rate, reopen rate, first response time, and case volume trends

Analyze operational data to identify patterns, anomalies, and improvement opportunities; translate insights into action plans

Present regular performance reports to leadership with commentary on variances, root causes, and recommended actions

Drive continuous improvement initiatives with measurable outcomes; track progress against defined goals

Serve as the primary operational liaison between Customer Support and teams including Customer Success, Product, Engineering, and Professional Services

Coordinate with Product and Engineering on incident management, escalations, and systemic issues impacting multiple customers

Contribute to the Voice of the Customer programme - surface recurring themes and systemic gaps to internal stakeholders

Support the development and maintenance of knowledge base content, internal runbooks, and SOPs for the team

What We Need From You

3+ years of experience in customer support, customer service, or technical support roles

1+ year of experience in a people management or team lead capacity, with direct responsibility for performance management

Demonstrated ability to analyse operational data and translate findings into concrete process improvements

Experience working with CRM and ticketing platforms (preferably Salesforce)

Strong organisational skills with the ability to manage competing priorities in a fast-paced environment

Excellent verbal and written communication skills with a customer-first mindset

Ability to influence cross-functional stakeholders without direct authority

Experience managing support operations across multiple channels

Comfort leveraging AI-assisted tools to improve team workflows and the customer experience

Intermediate English proficiency (spoken and written) - ability to communicate effectively in English in a professional context, including meetings, written reports, and cross-regional collaboration (Plus)

2+ years of experience in a SaaS, technology, or tax compliance environment (Plus)

Familiarity with ITIL, lean support processes, or other operational frameworks (Plus)

Working knowledge of e-invoicing, VAT/tax compliance, or the Sovos product suite (Plus)

What Does Sovos Offer You?

The tools to enhance your life - because we want you to enjoy your life outside of work and inside!

Mentoring Programs

Twice-Monthly Meeting Free Days

Management Bootcamps and Development Trainings

Yearly performance reviews where compensation and performance are assessed and rewarded generously

Clear paths for growth within our roles (but we know that career development can be like a spider web, not a ladder - we give you the tools to move outside of your career as well!)

Generous time off and benefits

Our Recruitment Process

We believe in a transparent and comprehensive hiring process. Here's what to expect:

Stage 1: CCAT (Criteria Cognitive Aptitude Test) and EPP (Employee Personality Profile) Assessment

Stage 2: Automated Video Interview

Stage 3: Department Interview with Hiring Manager and/or key stakeholders

Stage 4: Final Interview

Company Background

Sovos 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.