Customer Support Leader (Remote)

Axurians are innovators at heart, driven by a mission to make the internet safer for everyone. Our core values of putting the customer first, taking true ownership, and pursuing smart results define our unique culture. We offer a dynamic and flexible environment where creativity, maturity, and initiative are celebrated. As part of our global, world-class team, you'll collaborate across borders to deliver cutting-edge external cybersecurity solutions. Join us at Axur, where your ideas and expertise will shape the future of digital experiences.

We believe in creating an inclusive hiring experience for everyone. With our fully online selection process, all stages are conducted remotely. If you require any accommodations, please let us know in the application form, where you can indicate any necessary adjustments, and we'll be happy to assist.

Do you enjoy working closely with customers and ensuring they have the best experience possible?

We are looking for a Customer Support Leader to join our team, ensuring high-quality service delivery, optimizing support processes, and driving customer satisfaction. An organized, communicative, and proactive person willing to manage KPIs, collaborate with cross-functional teams, and lead a high-performing support team, resulting in the growth of the whole Axur team. And you can work remotely from anywhere in the world!

A typical workday might include:

• Ensuring the quality and performance of the support team by analyzing KPIs, including our AI assistant, Fin;
• Working with Product, Customer Success, and Engineering teams to transform customer insights into product improvements;
• Handling all aspects of team management, including hiring, performance evaluation, development plans, and employee satisfaction;
• Leading customer meetings and handling critical support cases;
• Ensuring proper process documentation to facilitate seamless customer service;
• Managing and optimizing the knowledge base to improve self-service support;
• Overseeing and responding to requests from the crisis management process;
• Supporting initiatives that enhance customer-centricity across the company.

Requirements

Indispensable Requirements:

• Fluency in Portuguese.
• Experience in conflict and crisis management;
• Knowledge of customer support processes and market platforms (e.g., Intercom);
• 4+ years of experience in customer support;
• Background in SaaS and B2B companies;
• Strong data-driven mindset, with the ability to generate reports and extract meaningful insights;
• Excellent communication skills;

Additional Qualifications:

• Advanced or fluent English;
• Advanced or fluent Spanish.

Benefits

• Home office assistance: an allowance of R$ 2,000.00 in the first month to buy all the items for your home office. Axur will send only the laptop (which must be returned to the company in case of departure);
• Flexible benefit of R$ 990,00 per month;
• Health insurance and dental plan (Bradesco Top Nacional);
• Prudential Life Insurance;
• Annual Employee Bonus Plan;
• Possibility of Employee Stock Options Plan (equity participation in the company);
• Anywhere Office work model;
• Super flexible hours;
• TotalPass;
• Language classes and a platform for study with more than 25 idioms.
• Culture focused on the individual development of Axurians (360º evaluation and Individual Development Plan (IDP);
• Agreements and partnerships for individual development (Coursera, Udemy, OpenEnglish, Fisk, MBA USP ESALQ, and others);
• Internal Rewards Programs (Best Recruiters, and others)
• Parental Leave Program (Pregnant and Companion; Adopter and Adaptation period).