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 Role

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 Engineers, fostering a high-performance, customer-first culture through regular 1:1s, performance reviews, and development conversations that build individual capability and drive team engagement.
• Own the day-to-day operations of the support team, ensuring coverage, workload balance, and queue health across all support channels while monitoring and managing team adherence to SLAs for first response, assignment, and resolution targets.
• Drive escalation management processes, ensuring escalated cases are handled with urgency, proper documentation, and root cause follow-through while maintaining high-quality ticketing hygiene and case documentation standards within the CRM/ticketing system.
• Leverage AI tools to improve operations and identify process improvements that reduce repeat contacts, improve resolution times, and eliminate friction for customers and agents.
• 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 and improvement opportunities, translating insights into action plans.
• Serve as the primary operational liaison between Customer Support and teams including Customer Success, Product, Engineering, and Professional Services, coordinating on incident management, escalations, and systemic issues impacting multiple customers.
• Manage hiring, onboarding, and retention of support talent while promoting a psychologically safe and inclusive environment where team members can raise concerns, share ideas, and continuously improve.

What You Bring to Sovos

• You've built solid experience in customer support, customer service, or technical support roles with demonstrated ability to analyze operational data and translate findings into concrete process improvements.
• You have people management or team lead experience with direct responsibility for performance management, including setting clear expectations, providing constructive feedback, and developing team members.
• You're experienced working with CRM and ticketing platforms (Salesforce preferred) and managing support operations across multiple channels.
• You have strong organizational skills with the ability to manage competing priorities and excellent verbal and written communication skills with a customer-first mindset.
• You're comfortable leveraging AI-assisted tools to improve team workflows and the customer experience, and you can influence cross-functional stakeholders without direct authority.
• Intermediate English proficiency (spoken and written) with ability to communicate effectively in professional contexts, including meetings, written reports, and cross-regional collaboration is a plus.
• Experience in a SaaS, technology, or tax compliance environment; familiarity with ITIL, lean support processes, or operational frameworks; or working knowledge of e-invoicing, VAT/tax compliance, or the Sovos product suite are all pluses.

The Process

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

Life at Sovos

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

• Global Mentoring Program
• AI Tools and Technology from Day 1
• Continuous Learning and Development
• Language Learning Support
• Global Employee Recognition Platform and Programs
• Global Parental Leave Policy
• Comprehensive Health, Dental and Catastrophic Insurance
• Life Insurance
• Employee Assistance Programme
• Meal Allowance
• Holiday Bonus

Equal Opportunity Employer
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.

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 www.sovos.com and follow us on LinkedIn and Twitter.

Ready to make your move?

We'd love to hear from you. Use the Apply button at the top of this page to submit your application.