Director, Global Support

3 weeks ago

Pune, Maharashtra, India Avalara Full time

What You ll Do You will be reporting to the VP Customer Support You will be working from the Pune office Avalara is seeking a Director Global Support to lead shape and scale our worldwide customer support operations As the Director you will oversee the global strategy delivery and management of our support services ensuring that customers receive high-quality service and resolution of their issues in a timely and efficient manner You will be responsible for fostering a culture of excellence and accountability while driving operational efficiency customer satisfaction and employee engagement What Your Responsibilities Will Be Strategic Leadership Lead and evolve the global customer support strategy ensuring alignment with Avalaras business goals and customer needs Partner with senior leadership teams across product engineering sales and marketing to ensure an integrated approach to customer success and support Develop and implement best practices metrics and tools that enable the global support teams to consistently meet service-level expectations and customer satisfaction goals Operational Management Oversee day-to-day operations of the global support teams including incident management issue resolution and proactive support initiatives Establish and monitor key performance indicators KPIs to ensure high-quality support outcomes focusing on first-contact resolution customer satisfaction CSAT and Net Promoter Scores NPS Lead continuous improvement initiatives to enhance support processes tools and technologies ensuring the team is equipped to resolve customer issues efficiently and effectively Manage the escalation process providing support for high-priority issues and ensuring timely and satisfactory resolutions Team Development Build mentor and lead a high-performing global support team ensuring alignment with company values and fostering an inclusive customer-centric culture Drive a culture of learning and development providing ongoing coaching training and career progression opportunities for team members Ensure consistent performance management setting clear goals providing feedback and supporting employee growth and retention Customer Experience Be a key advocate for the voice of the customer VOC providing insights to product and engineering teams to inform product improvements and prevent recurring issues Identify opportunities for proactive customer outreach creating programs to prevent issues before they arise and helping customers maximize the value of Avalaras solutions Ensure the delivery of exceptional service to customers across different time zones and regions maintaining consistent quality regardless of location Cross-functional Collaboration Partner with product engineering and other teams to ensure alignment on product enhancements updates and resolution of customer issues Contribute to the development of customer support documentation knowledge base articles and self-service options that improve customer experience and reduce support volume Reporting Analytics Develop and deliver regular reports on global support performance including key metrics trends and customer insights to executive leadership Utilize analytics to drive decision-making identify opportunities for improvement and track progress toward customer support goals What You ll Need to be Successful Experience15 years of experience in customer support with at least 8 years in a leadership role managing global or multi-region teams Proven track record of scaling support operations in a fast-paced high-growth environment Strong experience with customer support platforms e g Zendesk Salesforce Service Cloud and knowledge of support automation AI-driven solutions and self-service strategies Expertise in managing cross-functional teams and collaborating with product engineering and sales teams Skills Strong leadership and team-building skills with the ability to inspire motivate and guide large diverse teams across multiple regions Exceptional problem-solving and decision-making abilities with a data-driven approach to managing and improving support performance Excellent communication and interpersonal skills with the ability to engage with stakeholders at all levels including executives customers and team members Deep understanding of customer support metrics and KPIs with the ability to interpret data and drive action to improve performance Education Bachelor s degree in business technology or a related field an MBA or equivalent advanced degree is a plus Certifications Preferred ITIL Certification or equivalent in IT service management Six Sigma or Lean certifications are a plus 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 Last year we became a billion-dollar business and our tribe expanded by a cool thousand people - theres nearly 5 000 of us now Our growth is real and were not slowing down - not 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

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