Core Support Manager (Fluent in English)

Brazil·São Paulomid

OtherSupport Manager

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Quick Summary

Key Responsibilities

Oversee and assist Core Support staff in resolving technical issues and maintaining customer satisfaction. Ensure processes are being followed to reduce ticket backlog, improve response times,

Technical Tools

OtherSupport Manager

KnowBe4 empowers the modern workforce to make smarter security decisions every day. Trusted by more than 70,000 organizations worldwide, KnowBe4 is the pioneer of digital workforce security, securing both AI agents and humans. The KnowBe4 Platform provides attack simulation and training, collaboration security, and agent security powered by AIDA (Artificial Intelligence Defense Agents) and a proprietary Risk Score. The platform leverages 15-years of behavioral data to combat advanced threats including social engineering, prompt injection, and shadow AI. By securing humans and agents, KnowBe4 leads the industry in workforce trust and defense.

Responsibilities

~1 min read

→Oversee and assist Core Support staff in resolving technical issues and maintaining customer satisfaction.
→Ensure processes are being followed to reduce ticket backlog, improve response times, and ensure efficient queue management.
→Provide technical leadership, training, and ongoing guidance to support representatives.
→Analyze technical support issues and determine appropriate solutions or escalation paths.
→Contribute to the development of support policies and best practices.
→Manage internal requests for technical assistance and problem resolution.
→Ensure adherence to ticket quality standards and handling processes.
→Clearly communicate job expectations and performance standards to the Core Support team.
→Monitor and evaluate team performance metrics, acknowledging achievements and addressing areas for improvement.
→Provide regular coaching and performance feedback to team members.
→Manage team scheduling and approve time-off requests.
→Provide genuine recommendations as to the hiring, firing, promotion, and discipline of subordinate employees to which the Company gives significant weight

Requirements

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2 year degree preferred
Experience with Gmail and Google Docs
Experience with MS Office (Word and Excel)
Experience with web browsers (Chrome, Internet Explorer, etc.)
Strong verbal and written communications
Excellent time management and organization skills
Technical capacity
Leadership
Collaborative and team work skills
Problem solving/analysis skills
Customer/client focused

What We Offer

~1 min read

We offer company-wide bonuses based on monthly sales targets, employee referral bonuses, adoption assistance, tuition reimbursement, certification reimbursement, and certification completion bonuses - all in a modern, high-tech, and fun work environment. For more details about our benefits in each office location, please visit www.knowbe4.com/careers/benefits.

Note: An applicant assessment and background check may be part of your hiring procedure.

No recruitment agencies, please.