Support Manager

Customs4trade

Support Manager resolving complex customs challenges for diverse clients at Customs4trade. Ensuring customer satisfaction through effective management of incoming queries and processes.

Posted 5/13/2026full-timeRemote • 🇧🇷 BrazilMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

ERPSQL

About the role

Key responsibilities & impact

- Own incoming customer queries through Jira Service Management and our customer support phone line. Triage, investigate, resolve, and keep SLAs on track.
- Monitor the customs declaration process in CAS from start to resolution. Fix errors, work through follow-up tasks, and act on alerts before they block the customer.
- Investigate declaration issues in CAS by interpreting error messages, validating data, and identifying root causes.
- Resolve directly where possible, including taking actions in CAS or on customer-facing customs platforms when appropriate, or escalate to Product Support or 3rd Line with a clear reproduction path.
- Advise customers on the right course of action and step in proactively to safeguard business continuity.
- Collaborate with Product, Engineering, and Sales. Log clean bug reports in Jira, advocate for impactful fixes, and feed customer input into the roadmap.
- Contribute to our Confluence knowledge base by recording resolved issues clearly so they can be referenced and reused the next time they come up.

Requirements

What you’ll need

- Strong written and verbal English
- Experience in a customer-facing support role, ideally B2B SaaS, ERP, or another technical product
- A working background in customs, freight forwarding, or international logistics
- Hands-on experience with a ticketing system (Jira Service Management or similar), with knowledge of how to triage, prioritise by impact, and manage SLAs
- Comfort writing structured documentation in Confluence or an equivalent knowledge base
- Comfort working within a defined escalation process and a multi-tier support model
- Analytical mindset; you can read a log, trace a data flow, and form a hypothesis
- Availability to work within our 07:00–19:00 CET support window on a rotating shift schedule
*Nice to Have*
- Familiarity with EU customs systems (NCTS, AES, ICS2, national declaration platforms) or AEO processes
- Familiarity with executing customs actions on third-party platforms (e.g. TRACES, MCP, national customs portals)
- Experience with SQL or basic data querying for investigating customer data issues
- Exposure to API troubleshooting (reading request/response logs, understanding HTTP status codes, working with Postman)
- Previous work in a scale-up or fast-moving SaaS environment where processes are still being built

Benefits

Comp & perks

- **High-Impact Work in a Growth Environment: **Be part of a fast-scaling company where your expertise contributes directly to business success, innovation, and customer value.
- **A Globally-Minded Team: **Work together with talented professionals from diverse backgrounds and seniority levels, bringing a wide range of perspectives to drive better outcomes and make amazing things happen.
- **A Culture of Ownership and Performance: **Join a company that values initiative, clear communication, and results—within an open, supportive, and informal working culture.
- **Work–Life Integration That Supports Productivity: **We believe high performance and wellbeing go hand in hand. Our approach to work–life balance helps you stay focused, healthy, and engaged.
- **Flexible Working to Drive Efficiency: **Benefit from a hybrid working model that enables part-time remote work—designed to support both individual flexibility and team collaboration.
- **Support for Smart, Sustainable Travel: **Access a mobility budget that reimburses hybrid or fully electric vehicle use, aligning with both personal and environmental responsibility.
- **A Strategically Located Workplace: **Work from a modern, well-connected office near Mechelen train station—facilitating smooth commutes and seamless collaboration.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Jira Service ManagementConfluenceSQLAPI troubleshootingdata queryingcustoms declarationfreight forwardinginternational logisticsticketing systemcustomer support

Soft Skills

analytical mindsetwritten communicationverbal communicationcollaborationproblem-solvingcustomer advocacydocumentationescalation processprioritizationbusiness continuity