Support Manager

Thomson Reuters · São Paulo, São Paulo · hybrid We are seeking a Support Manager to lead our support operation for tax solutions, including the product Tax One for SAP and associated squads. As a Support Manager at Thomson Reuters, you will be responsible for: Leading the support operation for tax solutions, including Tax One for SAP and associated squads Managing support and maintenance teams to ensure operational efficiency and high-quality customer delivery Structuring and developing a new squad focused on tax reform, supporting product evolution and regulatory demands Monitoring and analyzing performance indicators (KPIs) such as customer satisfaction (NPS) and support efficiency, driving continuous improvement actions Defining and implementing data-driven strategies to optimize operations and service evolution Collaborating with technical specialists to ensure adequate resolution of complex demands and team knowledge evolution Managing and developing teams of up to 10-12 people, including hiring, training, and performance monitoring To be successful in this role, you will need: Advanced English language skills Experience in leading support, maintenance, implementation, or customer service teams in technology/software environments Strong analytical capabilities, with experience in indicator management and data-driven decision-making Customer experience focus, including familiarity with satisfaction metrics like NPS Effective communication skills for diverse audiences, from operational to executive leadership and customers Inspirational leadership skills, with the ability to engage, motivate, and develop teams in high-pressure environments Experience or exposure to tax/fiscal operations as a differential (not required) In return, we offer: Hybrid work model: flexible and integrated work environment Flexibility and work-life balance: "Flex My Way" policies for managing personal and professional responsibilities Professional development and growth: culture of continuous learning and skill development Competitive industry benefits: comprehensive benefits package including medical and dental assistance, mental health days, performance incentives, and well-being resources Globally recognized culture: inclusion and belonging, flexibility, work-life balance Social impact: contribute to your community through our Social Impact Institute, with paid volunteer days and pro bono projects Making a real impact: join a company that helps clients seek justice, truth, and transparency About Thomson Reuters: Thomson Reuters informs the way forward by bringing together trusted content and technology that people and organizations need to make informed decisions. We serve professionals in various sectors, combining specialized software and information to empower them with data, intelligence, and solutions.