Support Manager – Tax

🕒 May 20

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Contajá Contabilidade Online

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2017

🤝 B2B

☁️ SaaS

💰 Venture Round on 2021-10

Accounting • B2B • SaaS

Contajá Contabilidade Online is a fully online accounting firm that simplifies the bureaucratic process for businesses across Brazil. They offer comprehensive online accounting services, including company registration, switching accountants, and advising micro-enterprises. With a focus on affordability and personalized support, Contajá aims to help entrepreneurs reduce costs and enhance productivity through a dedicated team of real accountants accessible via digital communication channels.

📋 Description

• Lead and develop a team of tax support and customer service professionals; • Respond to and resolve customer inquiries on tax, fiscal, and accounting matters; • Conduct in-depth tax analyses and guide the team in complex cases; • Conduct regular training sessions to upskill and update the team; • Prepare management reports for the executive team, providing insights that drive continuous product improvement; • Monitor legislative changes—especially developments related to the Tax Reform—and ensure the team stays up to date; • Support the team in the submission of taxes, returns, and ancillary obligations;

🎯 Requirements

• Experience structuring, planning, and monitoring support operations; • Ability to define and monitor customer service KPIs (SLA, NPS, First Call Resolution); • Experience with ticketing and customer support platforms (Zendesk, Tiflux); • Skilled in building, developing, and managing multidisciplinary support teams; • Proficiency in analysis tools (Advanced Excel, Power BI); • Ability to generate strategic insights based on service and satisfaction metrics; • Knowledge of agile methodologies (Scrum, Kanban) and quality frameworks (Lean Six Sigma); • Experience implementing continuous improvements and standardizing operational processes; • Ability to manage critical incidents and implement action plans; • Experience identifying and implementing customer service automation tools (chatbots, AI); • Experience with integration solutions between systems and workflow optimization; • Skills in ensuring compliance with regulatory standards and governance best practices; • Experience managing prompting projects; • Extensive experience in tax analysis and overall tax operations; • Up-to-date knowledge of the Tax Reform and its impacts;

🏖️ Benefits

• Caju Benefits Card – R$700.00 monthly to use how you choose; not deducted from payroll and maintained during vacation; • Unimed Health Plan – 100% paid by Contajá, with co‑payment only upon use. Dependents (spouses — heterosexual or same-sex couples, and children) are covered at 100% by the employee; • Birthday Day Off – your day, your way; • Wellhub (Gympass) – access to gyms and wellness platforms; • Telepsychology – up to 2 free sessions per month; • Telenutrition – up to 2 free sessions per month; • 15% discount on laboratory tests at the Dasa network; • 30% discount on generic medicines at Pague Menos and 20% on brand-name medicines; • Partnership with Estácio – support for your academic development; • ImpulsoJá Career Plan – more than a career plan, it’s your springboard to success. Learn how to progress through levels, reach goals, and achieve your professional objectives; • Gamification – earn virtual coins throughout your journey and redeem them for rewards such as a Kindle, tickets to industry events, exclusive gifts, and more;