Job Description

What You'll Do:The Senior Manager, Technical Support, reporting to the Director of Global Support Operations, will lead a team of support professionals to deliver exceptional technical assistance to customers. This role manages daily operations, optimizes support processes, and drives cross-functional collaboration to enhance customer satisfaction. Additionally, the Senior Manager will help shape and implement strategies to improve support services and elevate the overall customer experience. What Your Responsibilities Will Be:Team Leadership

• You will lead a team of technical support professionals, including first-line managers and leads
• Set performance goals, conduct evaluations, and foster a collaborative, high-performing team culture

Technical Support Operations

• You will oversee daily support operations to ensure effective issue resolution
• Implement and increase support processes to drive efficiency and meet SLA targets
• Collaborate with global teams to improve KPIs and enhance the customer experience

Customer Interaction

• You will manage escalations, providing expert guidance to resolve complex technical issues
• Engage with customers to understand challenges, identify root causes, and deliver effective solutions
• Communicate technical concepts clearly to both technical and non-technical stakeholders

Cross-Functional Collaboration

• You will partner with product, sales, marketing, and training teams to share insights and improve product and service delivery
• Align support strategies with our goals through active participation in cross-functional initiatives

Performance and Reporting

• You will analyze support metrics and customer feedback to identify trends and improvement opportunities
• Deliver regular performance reports and insights to senior leadership

Continuous Improvement

• You should champion initiatives that improve support quality, efficiency, and customer satisfaction
• Stay current with industry trends to introduce innovative solutions and best practices

What You'll Need to be Successful:

• Bachelor's degree in a relevant technical field (e.g., Computer Science, Information Technology).
• 12+ years of experience building a technically focused, customer-facing, advanced experience support team and cross-functional collaboration with other teams
• Exceptional leadership and team management skills, with the ability to motivate and inspire a technical support team.
• Proficient in CRM platforms (e.g., Salesforce, ServiceNow) and experienced in managing multi-channel support (chat, phone, email, portal)
• Skilled in support process engineering and service improvement
• Analytical mindset with the ability to analyze complex technical problems and develop effective solutions.
• Experience with customer relationship management (CRM) software and support ticketing systems.
• Excellent knowledge of CRM tools like Salesforce, Service now etc.
• Flexibility to work in rotational night shifts(Work from office 5 days a week)

#LI-Onsite How We'll Take Care of You:Total RewardsIn 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.Learn more about our benefits by region here: What You Need To Know About Avalara:Were Avalara. Were defining the relationship between tax and tech.Weve already built an industry-leading cloud compliance platform, processing nearly 40 billion customer API calls and over 5 million tax returns a year, and this year we became a billion-dollar business. Our growth is real, and were not slowing down until weve achieved our mission - to be part of every transaction in the world.Were bright, innovative, and disruptive, like the orange we love to wear. It captures our quirky spirit and optimistic mindset. It shows off the culture weve designed, that empowers our people to win. Ownership and achievement go hand in hand here. We instill passion in our people through the trust we place in them.Weve been different from day one. Join us, and your career will be too.Were An Equal Opportunity EmployerSupporting diversity and inclusion is a cornerstone of our company xe2x80x94 we dont 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.

Avalara