Job Description

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What You';ll Do
You';ll be the nerve center for managing incoming customer support cases across our global queue. Your job is to make sure every case lands where it should, on time, and with zero guesswork. You';ll spot bottlenecks before they become problems, keep SLAs intact, and help teams stay thoughtful by flagging what needs attention.
You will have to work from Pune location and need to work in US business hours. You will report to Manager, Product Support
What Your Responsibilities Will Be

• Triage &; Routing Stay on top of all incoming support cases. Make sure they';re routed based on case type, customer entitlement, and urgency. Reassign misrouted or unclaimed cases to prevent SLA breaches.
• SLA Watchdog Track aging cases and flag anything nearing breach or escalation. Notify the right team leads with enough time to course-correct.
• Case Hygiene Oversight Keep an eye on backlog health. Monitor for patterns of case stagnation and report recurring issues that might need escalation or process changes.
• Queue Health &; Load Balancing Review staffing coverage and ticket volumes across time zones. Monitor for overloads, handover breakdowns, and under-resourced shifts—especially during regional holidays or spikes in volume.
• Data-Driven Process Optimization Identify trends in routing failures or delays. Work with Support Ops and Team Leads to refine workflows and eliminate friction. Feed into reports that help drive queue performance and customer experience.

What You’ll Need To Be Successful

• Strong attention to detail with a systems mindset
• Prior experience in a support, operations, or service delivery environment
• Comfort working across multiple tools (CRM, ticketing systems, dashboards)
• Familiarity with SLAs and customer entitlement models
• Excellent communicator with a bias for proactive problem-solving
• Willingness to work in a global support model (e.g. handovers, time zone coordination)

How We’ll Take Care Of You
Total Rewards 
In addition to a great compensation package, paid time off, and paid parental leave, many Avalara employees are eligible for bonuses. 
Health &; Wellness 
Benefits vary by location but generally include private medical, life, and disability insurance. 
Inclusive culture and diversity 
Avalara strongly supports diversity, equity, and inclusion, and is committed to integrating them into our business practices and our organizational culture. We also have a total of 8 employee-run resource groups, each with senior leadership and exec sponsorship.
What You Need To Know About Avalara
We’re defining the relationship between tax and tech.
We’ve already built an industry-leading cloud compliance platform, processing over 54 billion customer API calls and over 6.6 million tax returns a year. Our growth is real - we';re a billion dollar business - and we’re not slowing down until we’ve achieved our mission - to be part of every transaction in the world.
We’re bright, innovative, and disruptive, like the orange we love to wear. It captures our quirky spirit and optimistic mindset. It shows off the culture we’ve designed, that empowers our people to win. We’ve been different from day one. Join us, and your career will be too.
We’re An Equal Opportunity Employer
Supporting diversity and inclusion is a cornerstone of our company — we don’t want people to fit into our culture, but to enrich it. All qualified candidates will receive consideration for employment without regard to race, color, creed, religion, age, gender, national orientation, disability, sexual orientation, US Veteran status, or any other factor protected by law. If you require any reasonable adjustments during the recruitment process, please let us know.