Senior Manager Product Support
- Avalara
- 12 - 17 years
- Pune
- 3 months ago
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Job Description
What Youll 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 Youll Need to be Successful
- Bachelors 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)
#LI-Onsite
How Well 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.
Benefits vary by location but generally include private medical, life, and disability insurance.
Inclusive culture and diversit y
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.
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: Avalara North America
What You Need To Know About Avalara
We re Avalara. We re defining the relationship between tax and tech.
We ve already built an industry-leading cloud compliance platform, processing nearly 40 billion customer API calls and over 5 million tax returns a year, and this year we became a billion-dollar business
.
Our growth is real, 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. Ownership and achievement go hand in hand here. We instill passion in our people through the trust we place in them.
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.
- Bachelors 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)
#LI-Onsite
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
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: IT & Information SecurityRole Category: IT SupportRole: IT Support - OtherEmployement Type: Full timeContact Details:
Company: AvalaraLocation(s): Pune+ View Contact
Keyskills: Computer science Ticketing Team management Analytical Support services Continuous improvement Information technology Technical support Customer interaction Salesforce
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