Senior Manager, Client Technical Support (SaaS)

Senior Manager, Client Technical Support (Saa
S)

Join to apply for the Senior Manager, Client Technical Support (Saa
S) role at Sovos.

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
- 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
- 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 Do

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,
- quality customer experience across regions.

You will oversee
-
- 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 Will

• Lead 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 You

• 5–7 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
  - facing conversations
• Excellent communication skills in English
• Experience with CRM or ticketing platforms (Salesforce preferred)
• Saa
  S 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?

• Health Insurance
• Life Insurance
• Personal Accidents Insurance
• Meal Allowance
• Continuing opportunities for further Learning & Development
• A chance to work with talented and passionate people in a rewarding and
  - 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.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Sales and Business Development

Industry: Software Development

Location: Lisbon, Portugal

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