Manager Product Support

What You'll Do

The Manager, Technical Support is responsible for leading and managing a team of technical support professionals to ensure the delivery of high-quality technical assistance to customers. This role involves overseeing the day-to-day operations of the technical support department, implementing efficient support processes, and collaborating with cross-functional teams to enhance customer satisfaction. The Manager, Technical Support will also play a key role in developing and implementing strategies to improve support services and optimize customer experience.

What You'll Need to be Successful

Team Leadership

Supervise, mentor, hire and provide guidance to a team of technical support professionals.

Manage team of first line managers and leads

Set performance goals, conduct regular performance evaluations, and provide constructive feedback.

Foster a positive and collaborative team environment to encourage productivity and innovation.

Technical Support Operations

Oversee the technical support operations, ensuring timely and effective resolution of customer issues and inquiries.

Develop and implement support processes to optimize efficiency and enhance customer satisfaction.

Monitor support ticket queues, prioritize tasks, and allocate resources appropriately to meet service level agreements (SLAs).

Collaborate work with worldwide teams

Regularly identify improvement areas and take initiatives to improve & optimise support KPI’s and customer experience

Customer Interaction

Handle escalated customer issues, escalations providing expert technical assistance and ensuring swift resolution.

Collaborate with customers to understand their technical challenges, identify root causes, and deliver comprehensive solutions.

Communicate technical information effectively to both technical and non-technical customers.

Cross-Functional Collaboration

Collaborate with product development, sales, and marketing teams to relay customer feedback and contribute to product improvements.

Work closely with the training department to ensure technical support staff is well-trained and up-to-date with product knowledge.

Participate in cross-functional meetings to align support strategies with overall company goals.

Performance Analysis And Reporting

Analyze support metrics and customer feedback to identify trends, areas of improvement, and opportunities for enhanced service delivery.

Prepare regular reports on key performance indicators (KPIs) and present findings to the senior management team.

Continuous Improvement

Drive continuous improvement initiatives to enhance support processes, customer satisfaction, and team performance.

Stay updated with industry trends and best practices to implement innovative support solutions.

Support Tools

Excellent knowledge of CRM tools like Salesforce, Service now etc.

Experience in managing different support channels like portal, chat, phone & Email

Presentable experience in support process engineering and improvement

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.

Flexible hybrid working

We support hybrid work and flexible schedules for our employees.

Learn more about our benefits by region here: https://careers.avalara.com/

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.

Last year, we became a billion-dollar business, and our tribe expanded by a cool thousand people - there’s nearly 5,000 of us now. Our growth is real, and we’re not slowing down - not 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.

EEO Statement

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.