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).

Avalara is an AI-first Company

Avalara is an AI-first company.
AI is embedded in our workflows, decision-making, and products.  Success here requires embracing AI as an essential capability.

• You'll bring experience using AI and AI-related technologies, ready to thrive here.

• You'll apply AI every day to business challenges - improving efficiency, contributing solutions, and driving results for your team, our company, and our customers.

• You'll grow with AI by staying curious about new trends and best practices, and by sharing what you learn so others can benefit too.

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.

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