Senior Manager, Product Support

What You ll Do The Senior Manager Product Support will be Reporting to the Director of Global Support Operations and lead a team of support professionals to deliver exceptional technical assistance to customers You will manage daily operations optimizes support processes and drive cross-functional collaboration to enhance customer satisfaction Additionally the Senior Manager will help shape and implement strategies including the use of AI and automation to improve support services and improve the overall customer experience What Your Responsibilities Will Be Team Leadership 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 Oversee daily support operations to ensure effective issue resolution Implement and optimize support processes to drive efficiency and meet SLA targets Collaborate with global teams to improve KPIs and enhance the customer experience Identify opportunities to leverage AI and automation for case deflection faster resolutions and improved customer outcomes Customer Interaction 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 Partner with product sales marketing and training teams to share insights and improve product and service delivery Align support strategies with organizational goals through active participation in cross-functional initiatives Collaborate with engineering and product teams to influence AI-driven tools and enhance self-service capabilities Performance and Reporting Analyze support metrics and customer feedback to identify trends and improvement opportunities Deliver regular performance reports and insights to senior leadership Continuous Improvement Champion initiatives that improve support quality efficiency and customer satisfaction Stay current with industry trends particularly in AI-driven customer support technologies 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 and scaling customer-facing technically advanced support teams with strong cross-functional collaboration 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 Experience with support process engineering and service improvement Experience evaluating systems for positive end-to-end customer experience with the skill assessing the severity of customer issues complex technical problems and develop solutions Proven experience applying AI automation or machine learning in customer support operations e g case routing chatbots predictive analytics self-service optimization Strong knowledge of CRM and support ticketing systems Flexibility to work in rotational night shifts Work from office 5 days a week 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