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 As a Manager, Customer Support at Sovos, you'll lead a team dedicated to delivering exceptional service experiences that keep clients confident and compliant. This role blends people leadership with operational excellence—you'll build, coach, and empower a high-performing support team while driving the processes and metrics that ensure client success. You'll be a champion for both your team and your clients, navigating complex issues, removing roadblocks, and continuously improving how support is delivered. This is a highly collaborative role requiring partnership across Sovos teams to solve problems, share insights, and elevate the overall client experience. More specifically, you will: Lead, mentor, and develop members of the Customer Support team, fostering a culture of accountability, growth, and exceptional client service Own the full employee lifecycle for your team including interviewing, hiring, training, coaching, performance management, and recognition Monitor team execution of client projects, ensuring activities, status reporting, and issue management align with service level expectations Manage client escalations with urgency, conducting timely case reviews and providing proactive communications to internal stakeholders Partner with team members to resolve complex client issues, serving as a resource and escalation point Define and drive team goals, holding the team accountable for service levels, process controls, and quality outcomes Track and report on client utilization, efficiency metrics, and quality indicators to inform decision-making Identify opportunities for process and technology improvements that build internal efficiencies, increase scalability, and reduce risk Collaborate cross-functionally with teams across Sovos to deliver seamless client experiences and share best practices Leverage AI tools and emerging technologies to enhance team productivity and client support outcomes Champion a culture of professionalism, operational excellence, and continuous improvement What We Need From You Bachelor's Degree highly preferred 3+ years of service or support-related work experience preferred Proven ability to lead, coach, and empower teams to achieve individual and operational goals Strong time management, organizational, and decision-making skills with the ability to manage multiple priorities Excellent oral and written communication skills with the ability to convey complex concepts clearly Strong sense of personal integrity, accountability, and ethical behavior in all interactions Initiative, drive, and determination to achieve results and continuous improvement Ability to build effective relationships and collaborate cross-functionally across diverse teams Comfort utilizing technology including phone systems, computer hardware, and software applications Experience with or willingness to adopt AI-powered tools to enhance team performance and client service Moderate travel required to Sovos locations or events What Does Sovos Offer You? The tools to enhance your life - because we want you to enjoy your life outside of work and inside Flexible Time-Off Comprehensive Health benefits Meal Vouchers to assist with food expenses Bi-Weekly Meeting Free Days Mentoring Programs Globally recognized Training and Development programs Virtual English Club through Rosetta Stone, and more 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. 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