Customer Support Excellence Manager

7 hours ago


Delhi, Delhi, India Avalara Full time
About Avalara

We're a pioneering force in the tax and technology landscape. Our cloud compliance platform is industry-leading, processing nearly 40 billion customer API calls and over 5 million tax returns annually. Last year, we achieved a significant milestone – becoming a billion-dollar business. Our tribe has grown to nearly 5,000 talented individuals, and we're not slowing down. We're driven by our mission to be part of every transaction in the world.

Job Overview

This role offers an exciting opportunity to lead and manage a team of technical support professionals, ensuring exceptional customer assistance and driving high-quality support services. As Senior Manager, Technical Support, you'll oversee day-to-day operations, implement efficient processes, and collaborate with cross-functional teams to enhance customer satisfaction.

Key Responsibilities
  • Develop and implement strategies to improve support services and optimize customer experience.
  • Oversee the delivery of high-quality technical assistance to customers through effective leadership and team management.
  • Collaborate with cross-functional teams to enhance customer satisfaction and drive business growth.
Requirements
  • Bachelor's degree in a relevant technical field (e.g., Computer Science, Information Technology).
  • 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.
Compensation

The estimated annual salary for this position is $120,000 - $180,000, depending on location and experience.



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