Product Support Manager

4 weeks ago

Pune, India Avalara Full time

About the Company:

We’re Avalara. We’re defining the relationship between tax and tech. We’ve already built an industry-leading cloud compliance platform, processing nearly 40 billion customer API calls and over 5 million tax returns a year. Last year, we became a billion-dollar business, and our tribe expanded by a cool thousand people - there’s nearly 5,000 of us now. Our growth is real, and we’re not slowing down - not 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. Ownership and achievement go hand in hand here. We instill passion in our people through the trust we place in them. We’ve been different from day one. Join us, and your career will be too.


Note: Willingness to work in night shifts from office.


About the Role:


Responsibilities:

  • The Senior Manager, Technical Support is responsible for leading and managing a team of technical support professionals to ensure the delivery of high-quality technical assistance to customers.
  • This role involves overseeing the day-to-day operations of the technical support department, implementing efficient support processes, and collaborating with cross-functional teams to enhance customer satisfaction.
  • The Senior Manager, Technical Support will also play a key role in developing and implementing strategies to improve support services and optimize customer experience.


Qualifications:

  • Bachelor's degree in a relevant technical field (e.g., Computer Science, Information Technology) is preferred.
  • Willingness to work in night shifts from office.
  • Strong technical aptitude and expertise in troubleshooting software and hardware issues.
  • Exceptional leadership and team management skills, with the ability to motivate and inspire a technical support team.
  • Excellent communication and interpersonal skills, both written and verbal.
  • 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.
  • Ability to work collaboratively in a fast-paced, team-oriented environment.


Required Skills:

  • Ability to work in rotational night shifts.
  • Work from office 5 days a week.


Preferred Skills:

  • Excellent knowledge of CRM tools like Salesforce, Service now etc.
  • Experience in managing different support channels like portal, chat, phone & Email.
  • Presentable experience in support process engineering and improvement.


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.

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