Tech Support Coordinator (Remote) (Position located in São Paulo, Brazil) is hiring a BizOps 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. Please submit your resume in English. The BizOps Manager leads the Bangalore operations team responsible for day-to-day support across KnowBe4's business applications portfolio, including Salesforce, NetSuite, Workday, revenue intelligence, customer success, and compensation platforms. Responsibilities: - Lead, mentor, and develop the Bangalore BizOps team, setting clear expectations, conducting performance reviews, and building a high-performing support culture. - Serve as the primary escalation point for support tickets across all business applications, ensuring issues are triaged, routed, and resolved within established SLAs. - Manage day-to-day operations through ServiceNow, including queue oversight, workflow configuration, reporting, and ticket automation initiatives. - Own the problem management process — identify recurring ticket patterns, conduct root cause analysis, and implement permanent fixes that measurably reduce ticket volume over time. - Drive AI-assisted automation across the support function, including intelligent ticket classification, automated resolution for high-frequency issues, and AI-powered knowledge base deflection through ServiceNow and integrated tooling. - Oversee SOX compliance standards across all supported platforms, ensuring rigorous access controls, audit logs, and change management documentation are maintained. - Coordinate with US-based BizApps Delivery teams on deployment-related configurations, system changes, and cross-functional projects. - Own onboarding and training programmes for new analysts, including tool access provisioning, runbook documentation, and shadow programme coordination. - Provision and manage user access including creating users, assigning permissions, and processing terminations across supported platforms. - Maintain data quality through regular hygiene tasks, validation activities, and coordination with system owners. - Provide month-end and quarter-end operational support to meet financial close deadlines. - Authority to hire or fire subordinate employees, or make suggestions and recommendations as to the hiring, firing, advancement, promotion or any other change of status of subordinate employees that are given particular weight Qualifications - 5+ years in a business applications support, operations, or systems administration role. - Prior team leadership experience; comfortable managing distributed or offshore teams. - Familiarity with Salesforce, NetSuite, and Workday; broader knowledge of GTM and CS tooling is a plus. - Experience with problem management frameworks (e.g., ITIL) and a track record of reducing ticket volume through root cause analysis. - Hands-on experience with AI-assisted automation tools and a proactive mindset toward leveraging AI to reduce manual ticket handling. - Strong communication skills and the ability to partner effectively with US-based stakeholders across time zones. - Experience working within an ITSM or ticketing environment (ServiceNow preferred). - Background in SOX-regulated or audit-conscious environments is a plus.