Senior Manager Product Support

3 days ago

Pune, Maharashtra, India Avalara Technologies Full time ₹ 15,00,000 - ₹ 20,00,000 per year

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)

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