Customer Technical Support Lead – ROIT Solutions

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🕒 6 days ago

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ROIT

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2016

☁️ SaaS

📋 Compliance

🤖 Artificial Intelligence

SaaS • Compliance • Artificial Intelligence

ROIT is a Brazilian tax-technology company that provides an integrated ecosystem of SaaS solutions and AI-powered tools to help medium and large companies prepare for and manage the 2026 tax reform. Its offerings include an official tax-reform calculator that reprocesses SPED files and invoices, an Invoice-to-Pay automation suite (with ERP/SAP integrations), Tax Discovery for reclaiming taxes, regulatory consulting and education programs, and ongoing support for compliance and scenario planning.

📋 Description

• Lead and develop the support team, promoting training, alignment, and a culture of excellence in customer service; • Design, standardize, and optimize customer service and technical support processes; • Monitor performance, quality, and customer satisfaction metrics, driving continuous improvement initiatives; • Manage the prioritization and handling of tickets and bugs in coordination with product and technology teams; • Collaborate with other departments (Sales, Customer Success, Implementation) to ensure a positive customer journey; • Promote the use of tools and automations that increase team productivity and enhance the customer experience; • Serve as a technical and behavioral reference within the area, ensuring alignment with the company culture; • Support other activities related to the department and the team's demands.

🎯 Requirements

• Education: Bachelor's degree in Business Administration, Accounting, Information Systems, or related fields. • Experience managing support or customer service teams, preferably in technology companies or consultancies; • Experience with tax and/or accounting processes is a significant plus; • Knowledge of ERP systems; • Familiarity with customer support tools (Jira and HubSpot); • Knowledge of tax, accounting, or legal processes.

🏖️ Benefits

• To be defined • Flexible